Workflow automation mistakes can derail even the most well-intentioned ServiceNow implementations. As companies increasingly rely on automation tools to streamline business processes and boost efficiency, understanding these common mistakes becomes critical for organizations pursuing successful automation initiatives.
Strategic Workflow Automation Mistakes That Undermine Business Value
The “Lift and Shift” Trap
Many organizations make the mistake of directly replicating existing processes when implementing workflow automation. This strategy fails to leverage ServiceNow’s advanced automation capabilities and perpetuates inefficiencies from legacy systems. Companies that fall into this trap miss opportunities to optimize their business process through modern technology and automation tools.
Instead, design workflows that harness ServiceNow’s native automation features while addressing root causes of process bottlenecks and inefficiencies.
Ignoring Current State Analysis
While some companies over-replicate existing processes, others completely disregard current workflows when developing their automation strategy. This approach overlooks critical business needs, stakeholder requirements, and valuable data about how work actually flows through the organization. Such oversights often result in automated processes that don’t align with real business requirements.
Successful automation initiatives require thorough analysis of existing systems, identifying what works and understanding why certain processes evolved as they did.
Pursuing 100% Automation Coverage
Organizations frequently attempt to automate every conceivable task and process, leading to analysis paralysis and delayed implementations. This workflow automation mistake violates the principle that roughly 80% of business value comes from 20% of use cases. Companies that try to achieve complete coverage often get stuck designing workflows for edge cases while neglecting high-impact, frequently-used processes.
Focus automation efforts on tasks that deliver maximum efficiency gains. Deploy incrementally, adding complexity based on actual usage patterns and business needs.
Technical Workflow Deployment Mistakes
Critical Development Errors
Never delete workflow versions – This fundamental mistake can destabilize your ServiceNow instance. Always set versions to inactive to preserve audit trails and system stability.
Avoid infinite loops in automated processes – Creating records on the same table specified in workflow versions causes recursive execution that can crash systems. This simple task oversight has major consequences for productivity and system reliability.
Replace gs.sleep() with Timer activities – Using gs.sleep() in workflows doesn’t release sessions and exhausts worker threads, creating bottlenecks across your entire ServiceNow instance. Timer activities provide the same functionality without resource constraints.
Eliminate update() calls in workflow activities – Using current.update() within workflows triggers additional business rules and creates recursive loops. The workflow engine handles record updates automatically, making manual update calls unnecessary and potentially harmful.
Database and Performance Considerations
Inefficient data handling represents one of the most common mistakes in workflow automation. Organizations often overlook database optimization, leading to performance issues as systems scale.
Optimize database interactions by using addEncodedQuery() instead of multiple addQuery() calls. Use GlideAggregate for counting records rather than GlideRecord, which creates scalability problems with large datasets.
Implement proper error handling in automated processes to manage exceptions, delays, and edge cases. Build logic for automated reminders, escalations, alternate approvers, and validation rules to prevent simple task failures from becoming major bottlenecks.
Avoid hard-coded values – Embedding sys_ids or instance-specific data directly in scripts makes workflows non-portable across environments, limiting your automation strategy’s flexibility.
Client-Side Workflow Automation Mistakes
While workflows primarily execute server-side, client interactions significantly impact user experience and system efficiency. Companies frequently make mistakes in this area that reduce automation effectiveness.
Use UI policies instead of client scripts for setting field attributes. This approach improves system performance and reduces complexity in automated processes.
Minimize server lookups by leveraging g_scratchpad data and using asynchronous calls only when necessary. Excessive server interactions slow down workflows and reduce efficiency gains from automation.
Avoid global client scripts that load on every page. These create unnecessary system overhead and diminish the performance benefits automation should provide.
Deployment Strategy Mistakes
Infrequent Deployment Patterns
Traditional “big bang” deployment approaches create unnecessary risk and stress for organizations. Companies that deploy infrequently often struggle with complex rollbacks and difficult troubleshooting when issues arise. Automation efforts benefit from frequent, smaller deployments that make problems easier to identify and resolve.
Manual Deployment Processes
Manual deployments introduce inconsistency and errors into automation initiatives. These processes lack proper documentation and make troubleshooting difficult when automated processes fail. Organizations should automate their deployment pipeline while maintaining manual approval gates for production releases.
Inadequate Change Management
Even technically perfect workflows fail without proper user adoption. Companies that implement automation without stakeholder input, comprehensive training, and clear communication about benefits often see poor adoption rates and diminished productivity gains.
Include employees early in the design process, provide thorough training on new automated processes, and clearly communicate how automation tools will improve their daily work.
Monitoring and Maintenance Mistakes
Treating Automation as One-Time Implementation
Many organizations view workflow automation as a project with a defined end rather than an ongoing capability. This mistake leads to outdated processes that no longer align with business needs and reduces long-term efficiency gains from automation efforts.
Successful companies treat automation as an evolving technology strategy, regularly reviewing and refining their automated processes based on user feedback and changing business requirements.
Insufficient Performance Monitoring
Deployment isn’t the end of your automation initiative lifecycle. Companies that fail to implement proper monitoring miss opportunities to identify bottlenecks, optimize performance, and gather valuable data about automation effectiveness.
ServiceNow provides robust analytics and diagnostic capabilities. Organizations should leverage these tools to ensure their automation strategy continues delivering value over time.
Building Long-Term Automation Success
Successful workflow automation requires treating technology as an enabler of business process improvement rather than a replacement for strategic thinking. Your automation tools need to evolve as your organization grows and business needs change.
Establish feedback loops with users to identify improvement opportunities. Document your automation strategy thoroughly so future developers can understand and maintain your work. Plan for exceptions because real-world processes rarely follow the ideal path automation assumes.
Remember that workflow automation ultimately serves people, not technology. The most sophisticated automated processes will fail if they don’t make employees’ work more efficient and productive.
Preparing for ServiceNow Career Success
Understanding these workflow automation mistakes and prevention strategies demonstrates the practical expertise employers value in ServiceNow professionals. Companies need certified administrators and developers who can avoid these pitfalls while building automation that solves real business problems.
CIAT’s Certificate in Workflow Deployment program provides the hands-on experience and industry knowledge needed to master ServiceNow automation. Through comprehensive training in ServiceNow administration, scripting, and application development, students learn to build workflows that deliver lasting business value while avoiding the common mistakes that derail automation initiatives.
The program’s focus on real-world implementation prepares students for ServiceNow certification and career success in today’s competitive technology landscape. With 16 credits of intensive coursework and preparation for up to two industry certifications, CIAT graduates enter the workforce with the practical skills and strategic understanding that make ServiceNow automation initiatives successful.
Your journey from workflow deployment student to certified ServiceNow professional starts with mastering these fundamentals and learning from industry expertise. Contact CIAT today to learn how our ServiceNow program can accelerate your IT career while building the automation skills organizations need.
