ServiceNow workflow redesign for REDEIA
Redesign of ServiceNow RITM workflows: 40% of manual request processes automated and +28 points in internal user satisfaction.
Context
The request (RITM) workflows in ServiceNow had grown in layers over the years. The result: teams spending a significant part of their day typing data into forms nobody had questioned since they were first designed.
Decision
Redesign the workflows from scratch instead of adding another layer of patches: map every manual process, remove the steps that only existed through inertia, and automate the rest within ServiceNow itself.
Result
40% of manual request processes were automated and user satisfaction rose by 28 points.
The underrated part of automation is not the technology: it is the courage to remove steps that have been there for years. ServiceNow already knew how to do it — nobody had asked whether it should.