What is ServiceNow Orchestration

In general, the IT industry faces many challenges in improving productivity. Some of these are repetitive and mundane tasks that consume more time and additional human resources.

That’s where ServiceNow Orchestration comes in. It is an IT process automation tool. It simplifies IT and business operations by automating repetitive and mundane IT operations. Thus, it assists in enhancing business performance.

In this article, we learn more about ServiceNow Orchestration. 

Table of Contents:

• What is ServiceNow Orchestration?
• Key features
• Workflow
• ServiceNow orchestration workflow work
• Approval workflows
• Activity Packs
• Benefits 
• Use cases
• Frequently Asked Questions

What is ServiceNow Orchestration?

ServiceNow Orchestration is one of the key features of the ServiceNow platform. It extends the capabilities of ServiceNow's IT Service Management (ITSM) by integrating external systems and automating workflows.

For instance, it can connect with the hosted services and IT resources outside the ServiceNow environment.

• ServiceNow orchestration is typically a runbook automation tool. It has the procedures for handling complex processes in IT infrastructure.
  
• The ServiceNow orchestration engine automates simple and complex tasks on external sources. Remote servers, hardware, services, and applications can be external sources.
  
• It helps to improve operational efficiency and enhances productivity.
  

1. Orchestration tools

According to the PeerSpot report, the following are the different orchestration tools companies use for IT operational efficiency besides ServiceNow orchestration.

• Microsoft System Center Orchestrator
• BMC TrueSight orchestration
• Opentext operations orchestration
• Vcenter orchestrator
• Camunda

2. Industries that use ServiceNow orchestration

According to the HG insights report, healthcare, finance, manufacturing, IT services, software development, and other industries use ServiceNow orchestration to automate their business and IT operations.

Further, the companies listed below employ ServiceNow orchestration to boost their IT operational efficiency.

• CVS Health
  
• ARM
  
• Deloitte
  
• AT&T
  
• Equifax
  

By now, you should have a solid understanding of the fundamentals of ServiceNow orchestration. We will then move on to learning the core concepts.

The article provides a comprehensive overview of ServiceNow Orchestration, highlighting its features, benefits, and use cases—learn more with MindMajix’s ServiceNow Training.

Key Features of ServiceNow Orchestration:

Let’s explore the key features of ServiceNow orchestration. Here we go:

1, ROI Calculator

ServiceNow’s ROI calculator tracks ROI for every automation run. It helps save costs over time and creates reports, including summaries and cost estimates.

The ROI calculator helps you to calculate savings by multiplying manual task costs with the number of automated executions.

The ROI calculator is customizable. So you can set hourly rates for manual tasks, define evaluation rules, and specify an evaluation period.

2. Activities

Activities are the building blocks of ServiceNow IT orchestration. 

• You can use ServiceNow's prebuilt activities. It supports interacting with systems in data centers and the cloud.
• ServiceNow provides activity templates and a codeless activity designer for creating orchestration activities. 
• You can tailor the templates, move them between instances, and reuse them for various scenarios.

3. Workflow Automation

ServiceNow offers a drag-and-drop workflow designer for creating and modifying workflows. It allows you to customize workflows visually based on your business needs. 

It provides various prebuilt activities for virtual machine management, software deployment, and network configuration. 

ServiceNow orchestration creates automated workflows for cloud-based services. It can also create workflows for third-party services, internal applications, and more. It helps trigger actions, pass data, and run complex tasks.

4. Password Reset

The ServiceNow orchestration helps reduce the overall volume of IT service requests through automation. It also assists users in quickly resetting their passwords.

Moreover, it optimizes applications for active directories, custom credential stores and verification methods.

5. Client Software Distribution

This feature allows users to request client software from a service catalog. It automates the key processes associated with distributing software.

You can create records to deploy software models as well as catalog items. Furthermore, you can also automate software deployment using a custom System Center Configuration Manager (SCCM) activity pack.

This capability allows your application to integrate with the following:

• ServiceNow IT asset management for license management
  
• A ServiceNow service catalog for entitlements
  
• Microsoft SCCM for deploying software
  
• Software distribution engines for deploying software
  

6. Visibility and Monitoring

ServiceNow provides powerful dashboards and reporting tools. It helps to track the progress of orchestration workflows. 

• You can view logs and monitor the ServiceNow automation status. 
• You can analyse performance to identify bottlenecks in IT services.
• You can also find the areas for improvements to optimise performance.

Okay! You must have understood that the features of ServiceNow IT orchestration are impressive. 

ServiceNow Orchestration Workflow:

In this section, let’s discuss the ServiceNow orchestration workflow in depth. The image below shows its capabilities.

Let’s address a few capabilities of the ServiceNow orchestration workflow in the following.

1. Cross-platform Integration

ServiceNow orchestration workflows can automate processes across multiple cloud platforms, including GCP, AWS, and Azure.

ServiceNow enables API-based integration. It can integrate with external systems using the REST and SOAP APIs. 

2. IT infrastructure Automation

ServiceNow orchestration workflows can automate IT provisioning, configuration and management. They can even automate software deployment and application service management.

3. Event-driven Automation

System alerts, user requests, and other events can trigger ServiceNow orchestration workflows. Event management helps automate IT processes.

Well! We hope that you understand how the ServiceNow orchestration workflow works. In the next section, we will learn about the approval workflow.

How does ServiceNow Orchestration Workflow work?

Let’s break down the steps involved in the ServiceNow orchestration workflow process. The image below shows the workflow process.

• When orchestration activity begins with a workflow
  
• Orchestration launches a discovery probe. In ServiceNow, a probe is a code that collects information about a device or application.
  
• Then, it writes a record into the ECC queue. 
  
• The ECC queue, or External communication channel, is typically a table. It stores messages between a MID server and a ServiceNow instance.
  
• When the MID server takes the request, the workflow is paused, and the probe is run.
  
• The MID server is a Java application. It supports communication between ServiceNow and external systems.
  
• The workflow resumes operation once the probe reports back and the results are analysed.
  
• After that, the workflow exits or continues its operation.
  

Approval workflows in ServiceNow Orchestration:

In ServiceNow orchestration, approval workflows define the steps required for a request to get approved.

Below are some examples of approval workflows.

• Approving escalated priority incidents in the incident management
  
• Approving service catalog items in catalog requests.
  
• Ensuring change requests get approved before deployment in change management
  

Below are the different types of approval workflows used in the platform.

• Manual approvals
  
• Approval actions in workflows
  
• Approval rules
  
• Flow designer approvals
  

Approval workflows allow organisations to streamline decision-making processes, reduce manual efforts, and ensure compliance.

Check Out: ServiceNow Interview Questions and Answers

ServiceNow Orchestration Activity Packs:

The ServiceNow orchestration system provides a variety of activity packs to automate IT and business processes.

Let’s find out what they are!

• Active Directory Activity Pack: You can use the ServiceNow orchestration workflow to create, manage, and delete objects in the Windows Active Directory. The objects can be users, groups, and computers.
• Azure AD Activity Pack: In Azure AD, you can automate several tasks, such as offboarding and onboarding, and manage Office 365 licenses.
• Exchange Activity Pack: You can manage Microsoft Exchange mail systems using this Exchange Activity Pack. 
• SFTP File Transfer Activity Pack: You can manage directories and files on the SFTP server using the SFTP file transfer activities. You can also move these files from one SFTP server to another. 
• F5 Network Management Activity Pack: ServiceNow orchestration provides custom activities for configuring elements of an F5 load balancer. 
• Infoblox DDI Activity Pack: ServiceNow orchestration supports Infoblox DDI management with this activity pack.
• SSH Activity Pack: This pack lets you perform all SSH activities using the ServiceNow activity designer.
• PowerShell Activity Pack: With this activity pack, you can automate the management of Windows applications and machines. 

Overall, ServiceNow orchestration activity packs help automate multiple business processes and IT functions.

Benefits of ServiceNow Orchestration:

Let’s take a look at the benefits of ServiceNow orchestration in the following:

• Enhanced Agility: ServiceNow orchestration allows you to automate routine, error-prone manual tasks. As a result, it enhances extended service availability and reduces resolution time.
• Quick Service Delivery: ServiceNow orchestration provides many prebuilt templates and apps. They help reduce workflow development time and accelerate service delivery.
• Improved Collaboration: ServiceNow orchestration enables the seamless integration of systems across various business divisions. It fosters collaboration between teams.
• In-depth Data Exploration: ServiceNow orchestration provides an inbuilt ROI calculator for analyzing data and gaining helpful insights. This tool helps pinpoint areas where performance is lacking. So you can optimise business processes better.
• Reduced Costs: Automated workflows significantly reduce costs. They help avoid additional workforce and minimize human errors and associated costs.

Yes, the benefits of ServiceNow orchestration are noteworthy. 

Related Article: ServiceNow Data Model

Use cases of ServiceNow orchestration:

ServiceNow orchestration offers a vast pool of applications for businesses. Here are they:

• IT operations Automation: ServiceNow orchestration automates server provisioning and software deployment. Moreover, it optimizes cloud management.
  
• Security Automation: You can automate responses to security threats. Also, you can ensure compliance with security policies.
  
• Employee lifecycle management: ServiceNow orchestration automates employee onboarding and offboarding.
  
• Network Automation: ServiceNow orchestration automates the configuration and troubleshooting of network devices.
  
• Business Process Automation: You can automate business processes such as file transfers, data processing and customer management.

The use cases of ServiceNow orchestration are diverse and business-critical. That’s why companies adopt the tool extensively.

Summary:

• ServiceNow orchestration is a vital tool for automating complex IT workflows.
• It automates workflows within the ServiceNow platform and workflows that span across multiple systems and applications.
• It strongly integrates with third-party systems. It helps to develop a unified automation environment.
• It optimizes server provisioning and incident response, automates employee lifecycle, enables cloud automation, and more.
• It offers many prebuilt activities that support common tasks and accelerate ServiceNow automation.
• It reduces manual efforts, increases agility, reduces costs, and finally, improves efficiency.

Frequently Asked Questions

1. What is the difference between ServiceNow workflow and ServiceNow orchestration?

Ans: ServiceNow focuses on automating IT processes within the platform. Some examples of ServiceNow workflows are incident management and service requests.

On the other hand, ServiceNow orchestration enables automation beyond ServiceNow across multiple external systems and applications.

2. How long will it take to learn ServiceNow?

Ans: If you prefer MindMajix’s ServiceNow training, you can learn it within 27 hours. The training is provided in two modes: self-paced, on-demand and live online instructor-led training.

3. Can I apply ServiceNow orchestration for small businesses?

Ans: Though ServiceNow orchestration is used to automate complex IT operations in medium and large-scale businesses, it can also be helpful for small businesses.

4. What are the prerequisites for implementing ServiceNow orchestration?

Ans: Below are the prerequisites:

• Basic understanding of IT processes, workflows, and ETL processes.
• Familiar with JavaScript and PowerShell scripting.
• ServiceNow instance with the orchestration plugin
• Installation of an MID server 

5. Can I use ServiceNow orchestration for cloud environments?

Ans: Yes, you can use ServiceNow orchestration for cloud environments. It can automate tasks such as provisioning and managing cloud resources in various platforms.

6. How does ServiceNow orchestration integrate with other systems?

Ans: ServiceNow orchestration uses various integration methods, including APIs, to connect with external systems and applications. Thus, this tool enables seamless integration with multiple IT environments.  

Conclusion:

ServiceNow Orchestration enhances IT operational efficiency by automating complex processes across different platforms. It helps automate workflows, reduces human error, and speeds up service delivery.

Sounds great! Do you want to learn more about ServiceNow orchestration?

If you want to dive deep into ServiceNow orchestration, consider joining MindMajix’s ServiceNow training. At the end of the training, you will gain profound hands-on experience in ServiceNow orchestration and propel your career forward.