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Mastering ServiceNow by Martin Wood

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Automating services with Orchestration

The idea behind Orchestration is a simple one. ServiceNow automatically performs jobs on servers that would otherwise be done manually. Some of these tasks may be subject to automation because they are complex and error prone, but most often because they are repetitive. For example, it is probable that the most common use of an IT help desk is to reset passwords. This has a high cost to the business in terms of time spent by the requester and the staff manning the help desk. By using Orchestration, an analyst could reset an Active Directory password through the click of a button, save everyone's time, and provide a much better service.

Tip

ServiceNow also has a dedicated Password Reset application. It uses ...

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