UiPath Meetup Service now + mainframe and legacy final

1. UiPath &
ServiceNow®
Automating Mainframe and
other Legacy Systems

2. 2
1. Meetup Introduction with our Community
Manager
2. High Level Overview of ServiceNow Integration
and Incorporating Legacy Applications
3. Use Cases
4. Live Walkthrough of Native Integrations
5. Building an Automation
6. Demo
Agenda

3. 3
Loss of operational efficiency as
IT juggles multiple systems
Many enterprises are stalled
on the path to digital transformation
Lack of employee engagement due to
inefficient service delivery
Today’s Digital Reality Downstream Impact
Need for bespoke integrations to
connect systems
Risk to customer loyalty as a result
of disjointed experiences
Legacy IT systems,
processes, and/or
workflows risk operational
efficiency and hinder
companies from meeting
digital transformation
objectives
IT, HR, and call center
processes require multiple
systems and steps –
resulting in workflows that
span ServiceNow products
as well as third-party
technologies
Employees expect consumer-
like experiences at work: they
want to information from HR
and IT teams in real time, on
demand
Customer experiences are
disjointed and often involve
many departments. Call
center teams do not have
visibility across the entire
customer experience

4. 4
Dynamic integration enables ServiceNow users to
seamlessly add UiPath RPA to ServiceNow
ServiceNow Integration
Hub UiPath Spoke
UiPath Activities for
ServiceNow
Pre-packaged activities that allow
users to quickly create UiPath
Robots that can act on
information in ServiceNow
Available in
UiPath Studio +
UiPath Marketplace
Connects to UiPath Orchestrator
so you can launch UiPath
Robots natively from
ServiceNow
Available in
ServiceNow Store

5. 5
UiPath, ServiceNow, and Legacy Applications –
Two Ways to Kick Off a Process
1) Trigger an RPA Automation to interact with a legacy system, then perform a ServiceNow operation
Example – I start an Attended Automation from my Assistant tray, it scrapes data for new records in a
legacy application, and creates tickets in ServiceNow
2) Perform an action in ServiceNow that triggers an RPA Automation
Example – I submit an Incident which meets certain criteria, which triggers an Unattended Automation to
scrape data from the corresponding record in a legacy application, and enters the data back into my
Incident

6. 6
or
Example – Kicking off a process with an RPA automation
1. User starts an
Attended
Automation from
their Assistant Tray
2. Robot pulls data from one or more
legacy systems / formats (mainframe,
Web Form, PDF, Excel, etc.)
3. Robot checks if
ticket exists for item
in ServiceNow
• The Process could begin with an
Attended or Unattended Automation
• Triggers can include manually
starting a process, monitoring an
inbox or document repository, an
item being added to a mainframe
system – virtually anything
• Several interaction methods can be
used – general ones like UI
Automation, AI Computer Vision,
Hotkey Navigation, and specific
capabilities like Terminal Emulation,
OCR/ICR, Office Activities
• The RPA automation can perform
key initial steps like scraping and
structuring data, performing lookups
across systems, and then
performing an action in ServiceNow
like creating or updating a ticket
4. Robot creates or
updates ticket in
ServiceNow
1. Unattended robot
is triggered

7. 7
Pre-packaged set of activities, available on UiPath Studio, that connects the UiPath Enterprise RPA Platform to
ServiceNow using ServiceNow’s publicly-supported APIs – making it easy for users to automate interactions with
ServiceNow records.
How to Do It - UiPath
Activity for ServiceNow ®
Type Activity
Connection & Authorization ServiceNow Application Scope
ServiceNow Object
Get ServiceNow Record
Insert ServiceNow Record
Insert ServiceNow ImportSet
Delete ServiceNow Record
Update ServiceNow Record
Bulk API
Insert ImportSet Records
Upsert Records
Multiple ServiceNow Records Get ServiceNow Records
Attachments
Add Attachment
Download Attachment
Delete Attachment

8. 8
Example – Kicking off a process in ServiceNow
1. User
updates an
incident in
ServiceNow
3. Robot pulls data from one or more
legacy systems / formats (mainframe,
Web Form, PDF, Excel, etc.)
4. Incident is updated
real-time, as the user
works in ServiceNow
• Unattended robots can be triggered
via a connection between
ServiceNow and Orchestrator
• Triggers are defined in the Workflow
Designer
• Data captured as part of the RPA
automation can be sent back to
ServiceNow real-time
• The user doesn’t need to interact
with any of the underlying systems;
they can keep working in
ServiceNow
2. Robot is
triggered,
starts data
scraping
process

9. 9
Inbound connector from ServiceNow that connects the UiPath Enterprise RPA Platform using UiPath’s publicly-
supported APIs – making it easy for users to start, stop, and manage UiPath automations directly from
ServiceNow.
How to Do It - ServiceNow ®
Integration Hub Spoke V2
Type Action
Environment Management
Get Environment By ID
Lookup Environments
Job Management
Start Jobs
Get Job by Id
Lookup Jobs
Machine Management
Get Machine By ID
Lookup Machines
Process Management Lookup Processes
Queue Management
Lookup Queues
Add Item To Queue
Create Queue
Delete Queue
Delete Queue Item
Lookup Queue Items
Release Management
Get Release By ID
Lookup Releases
Robot Management
Create Robot
Delete Robot
Get Robot By ID
Lookup Robots
Queue Management Lookup Queues
Session Management Lookup Session
Requirements
1. ServiceNow
• Orlando
• IntegrationHub Enterprise subscription
2. UiPath versions
• Platform version 2020.4.1
• Cloud Platform version 2020.4.3

10. 10
Use Cases supporting or complimenting the ServiceNow platform
Human Resources
• Employee Onboarding
• New Hire Provisioning
• Pre-Employment Verification and
Immigration​
• Compensation and Benefits
• Performance Management
• Training Management
• Compliance Management
• Expense Processing
• Employee Relations and Services
• Employee Offboarding
• Terminated User Deprovisioning
• Reporting, Audit and Compliance
Customer Service
• Customer Inquiries
• Customer Complaints
• Refunds
• Sales Order Entry and Cancellations
• Service Scheduling and Management
(e.g. Field Agents)
• Claims Management
• Marketing Campaigns
• Reporting, Audit and Compliance
• Invoice Processing
IT Service Management
• IT Service Requests (e.g. Hardware,
Software, Intranet, Office, Connectivity
& Access, ERP, Security, etc.)
• Incident Management
• Service Level Management
• Service Catalog Management
• Configuration Management
• Service Testing and Validation
• Release and Deployment
Management
• Knowledge Management
• Change Management
• Problem Management
• Event Management
• Reporting, Audit and Compliance
Cloud Services

11. 11
Business Challenge:
• 20,000 invoices processed
annually.
• PDF, images and information
manually reconciled in SAP
and ServiceNow.
Solution Applied:
• Utilized UiPath’s RPA and
OCR capabilities to automate
invoice processing process.
• Automation is now leveraged
as a shared service across 25
entities
Business Outcomes:
• Within 1 month the IDB invoice
bot was live. Processing time
down from 7 to 1 minute (87%
reduction)
• 100% error reduction
• 2000 labor hours saved per
annum
Business Challenge:
• Manual processing of PPE
orders with information copied
from email and Excel resulted
in delays and increased
backlog.
Solution Applied:
• Four unattended robots are
now in production that extract
details from the email order
and spreadsheet and creates
ServiceNow tickets
automatically.
Business Outcomes:
• Reduced processing time from
10 minutes to 15 seconds
• 13,600 messages processed
• 1,100 hours saved
Business Challenge:
• Ordering kits to enable staff to
work from home dramatically
increased with Covid-19
lockdown.
Solution Applied:
• The insurance company
created 7 robots to
support massive number of
ServiceNow transactions,
Remote Access Services
(RAS) and Enterprise
Mobility Services (EMS).
Business Outcomes:
• Ensure business continuity
• Enable staff to work from
home
Business Challenge:
• The migration of Support
Knowledge Articles from a
legacy system for incident
management to a new system,
with no available back-end
data migration was a difficult
task
Solution Applied:
• Utilized an unattended robot to
read each knowledge article in
Remedy and copy the relevant
field data in ServiceNow.
Business Outcomes:
• Improved customer experience
• Improved employee
experience
• Accelerated Digital
Transformation
Inter-
American
Development
Bank
National
Public
Health
Agency
Leading
Insurance
Company
Large
Environmen
tal Services
Company
Joint Customer Use Cases

12. 12
Use Case: IT – Ticket Synchronization
Scenario
1. A robot looks up incidents that were raised in the last 24 hours.
2. The robot retrieves metadata of each incident.
3. The robot logs into ServiceNow and creates the incident with the gathered data and assigns the incident to the
appropriate group.
The robot retrieves metadata
of each incident.
A robot looks up incidents that
were raised in the last 24
hours.
The robot logs into
ServiceNow and creates the
incident with the gathered
data and assigns the incident
to the appropriate group.
Legacy ITSM system Legacy ITSM system
Watch the Demo

13. 13
Scenario
• A ticket is created in ServiceNow to provision an employee.
• When the submit button is clicked the automation is started (through the implementation of the UiPath Spoke).
• The robot reads the information from the request and based on the information in the request, the user will be in multiple systems.
• Once all the systems have been updated the robot emails the HR manager and closes the ticket in ServiceNow.
When the submit
button is clicked the
automation is started
(through the
implementation of
the UiPath Spoke).
A ticket is created in
ServiceNow to
provision or
deprovision an
employee
The robot reads the information from
each request and based on the
information in the request, logs into
each external system and provisions or
deprovisions the user.
The robot updates
the task status in
ServiceNow to
complete and closes
the ticket.
Active Directory
SAP
The robot creates an
email to notify the HR
manager.
Demo – Automating Employee onboarding service requests with UiPath
and ServiceNow
Employee Onboarding Demo Video

14. 14
Walkthrough of Available Capabilities:
• Terminal Emulation in Studio
• ServiceNow Activities in Studio
• UiPath Spoke in ServiceNow

15. 15
Terminal Emulation
• Connect to a terminal with built-in integrations to several common tools including
Attachmate Reflection, Attachmate Extra, Rocket Bluezone, IBM Personal
Communications, Reflection for UNIX, Reflection for IBM, and IBM EHLLAPI
• GUI-based design and development
• Retrieve text, fields or screen positions, send keys, text, or wait for certain text or
fields to appear as triggers
• Can be used in parallel with conventional methods like Computer Vision screen-
scraping, hot key navigation, and others (you can try multiple methods and
incorporate combinations)

16. 16
ServiceNow Activities
• Used to add, edit, and delete items into ServiceNow one at a time or bulk
• GUI-based design and development
• Incorporate ServiceNow outcomes into your workflows

17. 17
ServiceNow Spoke
• The UiPath Spoke is available in the ServiceNow store: UiPath Spoke
• The UiPath spoke in ServiceNow connects to UiPath Orchestrator so you can
launch UiPath Robots natively from ServiceNow
• This integration enables the automation of business process in UiPath from your
ServiceNow instance. This automation can happen on a separate VM or Server
so the user in ServiceNow is not interrupted
• For example, when a ticket is submitted in ServiceNow, the action of
clicking the “Submit” button kicks off a robot to process the ticket and take
action
• The UiPath spoke provides actions to manage environments, jobs, machines,
processes, robots, and so on, when events occur in ServiceNow

18. 18
Demo – Connect ServiceNow with legacy systems
Enhancing the Case Agent Experience Demo Video

19. 19
Links and Documentation:
• General ServiceNow Documentation:
https://docs.uipath.com/activities/docs/servicenow-about
• ServiceNow Activities on the UiPath Marketplace:
https://marketplace.uipath.com/listings/servicenow-v1
• ServiceNow Activities Get Started Guide:
https://docs.uipath.com/activities/docs/servicenow-about#section-get-started
• Terminal Activities Pack:
• https://docs.uipath.com/activities/docs/about-the-terminal-activities-pack
• Terminal Automation Knowledge Base:
• https://www.uipath.com/kb-articles/automating-terminals-and-mainframes
• UiPath Spoke in ServiceNow Store

20. 20
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Automation Cloud
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21. 21
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