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ServiceNow Workflow Engine
Custom ITSM workflows for automated incident routing and SLA tracking.
Overview
Designed and implemented custom ServiceNow workflows that automate incident categorization, priority assignment, and team routing based on affected services. Includes SLA breach prediction, automated escalation paths, and integration with Teams for real-time notifications. Improved first-response SLA compliance from 72% to 94%.
Tech Stack
ServiceNowJavaScriptREST APIMicrosoft Teams
Tags
#ServiceNow#ITSM#Workflows