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Design Process in ServiceNow Platform

Design Process in ServiceNow Platform

One of the common problems in enterprise design is adapting within the process constrained environment. Constraints we can re-evaluate using the ServiceNow’s Now Platform.

Workflow Design is an art!

Workflow design is all about the solution within the constrained environment. If there are no constraints then the design is perfect.

The Now Platform

ServiceNow might be known widely for IT Service Management (ITSM) Solution, and often over simplified as a ticketing solution or a database with if-then workflow capability. Now Platform in 2020 has rapidly progressed towards a broad product eco-system where partners and customers run their own apps depending from their requirement in Customer Service Management (CSM), Agile Human Resources (HR), Security Operations (SecOps) etc.

Design Process in ServiceNow Platform

Design Process in ServiceNow Platform

The challenge with any service management software is designing workflows for various roles, channels and service stages. This includes designing portals or apps together with backstage development matching service process, development workflows and organization models. During this process, we take countless decisions that influence how we interact with our apps based on existing organizational models. We also take into account the behavior of stakeholders and employees would behave in future.

Design Process in ServiceNow Platform

It’s important to understand how the product fits in an end-to-end user workflow and organization models. We use two effective techniques to define the vision:

  1. User Journey and Service Blue Print
  2. Design Sprint

Interaction Design

Defining specific user interaction workflow is the biggest challenge in the iterative design process. We create whiteboard sketches of user flows and transfer them into UI layouts using tools which would match specific requirements. However, this does not work with any out-of-box problems. We often end up in a complex and routine route for implementation. To manage this issue, we recommend creating a development instance of ServiceNow using a pre-defined demo environment. In this situation, we are sure we are building an App for customers and not for IT Helpdesk it would have a completely different layout and branding. But, we can even use existing and available patterns that’s the beauty of the Now platform.


The power of ServiceNow’s Now platform is described on out-of-box capabilities. The platform completely adds on a layer on the existing infrastructure thus, it can follow a structured UX design procedure and manage the backstage user interface. Even if the design is heavily influenced by technology functions and delivery pressure, patterns are mapped and generated within the environment. As we know, the existence of a default UI element does not guarantee, DxSherpa team with ServiceNow overcome this barrier by using clean organizational models.

DxSherpa Methodology

We at DxSherpa follow the process of Discover -> Design ->Develop -> Managed Services

In the discovery phase, we understand the root of customer business and then map the required services to create a POC for the client which would create a Digital Transformation Roadmap. Then, we collaborate with the Now Platform and AutomationEdge Bots to support the existing infrastructure and remove the inconsistencies with minor changes. This results in improved upgradability and custom dependencies can be completely managed with directly influencing features with new platform releases.

The organization-wide service management design system mitigates challenges and helps the client in taking decisions in investment towards new infrastructure.

Service Design and ServiceNow platform are the next level of platform tool which are used by DxSherpa adapt various design workflows to deliver the right solution to the client.