What is a Workflow?

Workflows are no stranger in the DevOps world. But where did this term come from, and what does it really mean?

Simply put, a workflow is a sequence of steps that accomplishes a task. As the word “workflow” suggests, it can be understood literally as work flowing from one stage to the next. More specific definitions mention that a workflow involves a multi-step sequence, more than one person, and data transfer from one step to the next.

In software, workflows can exist within or between multiple tools, known as a DevOps toolchain. These toolchains enable teams to automate and integrate workflows, reducing manual effort throughout the development cycle.

Key Takeaways

• Understand the major workflow categories—project, process, approval, and case—and how they contribute to task completion.
  
• Explore how workflows, particularly automation, can speed up incident response and resolution while enhancing customer satisfaction.
  
• Learn actionable tips like workflow mapping, automation, and monitoring to build effective workflows.
• Discover how xMatters’ Flow Designer facilitates the creation of automated, no-code workflows that seamlessly integrate with other tools.

Types of Workflows

Types of workflows refer to the method or structure of task execution, while categories of workflows refer to the purpose or context in which they are used.

Manual Workflows: 

These are processes that require human intervention at each step. Tasks are completed manually, often using paper forms or basic digital tools like email.

Automated Workflows:

These workflows use software to automate tasks, reducing the need for human intervention. Automation can streamline processes, reduce errors, and increase efficiency.

Sequential Workflows:

Tasks are completed in a specific order, one after the other. Each step must be completed before the next one begins.

Parallel Workflows:

Multiple tasks are executed simultaneously. This can speed up processes by allowing different parts of a workflow to occur simultaneously.

State-based Workflows:

These workflows depend on the state of a process or data. Transitions between states trigger different actions or tasks.

Categories of Workflows

Project Workflow:

A project workflow consists of structured steps that vary depending on the task. This type of workflow is ideal for keeping complex projects on track, as it may offer more flexibility.

These workflows are commonly used in software development to keep complex, multi-step projects on track. They allow teams to adapt as they progress through the design, coding, and testing stages.

Process Workflow: 

Most people are familiar with process workflows depicting repetitive, predictable tasks. These workflows help ensure consistency and efficiency by automating routine actions, reducing human error, and standardizing task completion.

For example, employee onboarding often involves a process workflow to ensure all steps—from creating accounts to distributing equipment—are completed seamlessly.

Approval Workflow: 

Approval workflows are designed for tasks requiring review or authorization at various stages. These workflows ensure accountability and maintain quality by routing requests or deliverables to the appropriate parties for sign-off. 

Case Workflows:

They are used in scenarios where each case is unique, such as customer support or legal cases. They are flexible and adapt to the specifics of each case.

Key Components of a Workflow

Perhaps it’s no surprise that workflows originated from the Industrial Revolution, which brought powerful machinery for mobilizing massive workforces like never before. To maximize the potential of these new industrial tools, people had to figure out how to get work done as efficiently as possible. 

Henry Gantt—who you may know of if you’ve heard of a Gantt chart—determined that a workflow can be developed from knowing three key components:

• What jobs are being done?
  Clearly defining each task ensures that every step contributes to the workflow’s overall goal.
• Who is responsible for each job?
  Assigning accountability to specific team members or roles ensures ownership and clarity throughout the process.
• How long does each task take?
  Estimating timeframes allows for better planning, resource allocation, and deadline adherence.

Other components to consider are:

• What is the sequence of tasks?
  Define the order in which tasks are performed. It can be linear (sequential) or allow multiple tasks to occur simultaneously (parallel).
  
• What are the workflow rules and conditions?
  These guidelines determine how tasks are completed and how the workflow progresses. Rules can include conditions for task completion, decision points, branching points, notifications, and communications.
  

One of the most widely known and influential thinkers on modern management, Peter Drucker, promoted the significance of a workflow with his famous adage, “You can’t manage what you can’t measure.” Workflows provide an opportunity to define and track success, optimizing how a task is completed.

Best Practices for Effective Workflows

Workflow Mapping and Visualization

Using visual tools like diagrams, flowcharts, or workflow mapping software to map workflows can significantly improve comprehension and reveal inefficiencies. By depicting each step visually, teams can identify bottlenecks, eliminate redundant processes, and discover opportunities for automation.

For instance, a diagram of an IT service request workflow might reveal delays in ticket assignment, prompting the introduction of automated ticket routing. Tools like prebuilt workflows simplify this process, enabling seamless integration with existing systems to accelerate optimization.

Workflow Design and Deployment

A clear definition of workflow steps, roles, and decision points is essential for smooth deployment. Leveraging no-code or low-code tools ensures workflows are accessible to non-technical users, empowering cross-functional teams to design and deploy without requiring extensive technical expertise.

For example, organizations can easily design workflows using xMatters Flow Designer’s no-code incident workflows that automate incident escalation and notification. This saves valuable time and ensures consistency across the organization.

Workflow Monitoring and Optimization

Effective workflows require ongoing monitoring to ensure they perform as intended. To evaluate workflow efficiency, you can track metrics such as time to completion, error rates, and bottlenecks. You can also refine workflows using real-time feedback and analytics tools.

For instance, integrating incident analytics features into your workflow management enables teams to track performance and adjust processes to meet evolving business needs.

Workflow Automation

Automation tools are essential for reducing the time spent on repetitive tasks and minimizing the risk of manual errors. By automating routine activities, such as data entry, ticket assignments, or notification escalations, teams can focus on strategic initiatives that require human expertise.

For instance, using solutions like xMatters to automate incident response workflows ensures rapid task execution, consistent communication, and effective resource utilization. Automation increases efficiency and supports scalability as your organization grows and its operational needs expand.

Real-World Examples of Workflow

Workflows in Manufacturing

A typical manufacturing workflow may involve order processing, inventory management, production scheduling, quality control, and shipping.

These workflows ensure seamless coordination between teams, reduce production downtime and enhance overall efficiency in delivering goods to customers.

Workflows in Service Delivery

In a service-based business, a workflow may include customer intake, service scheduling, task assignment, service delivery, and invoicing.

Automating these workflows ensures faster service delivery, improved client satisfaction, and streamlined processes for managing multiple service requests simultaneously.

Workflows in Office Management

Workflows can be used to manage various administrative tasks in an office environment, such as employee onboarding, expense reimbursement, document approval, and IT support requests.

Effective office workflows reduce delays, enhance inter-departmental coordination, and help maintain compliance with organizational policies.

Workflows in Software Development

Workflows manage the various stages of the software development lifecycle, such as requirements gathering, design, coding, testing, and deployment.

These workflows improve collaboration among development teams, enable faster releases, and reduce errors by automating repetitive tasks throughout the pipeline.

The Impact of Workflows on Incident Management

Workflows are invaluable across various operations, but their true potential shines in incident management, where they help technology teams resolve issues quickly and effectively. Whether it’s a major customer-impacting incident or a minor glitch, the ability to respond promptly is essential to maintaining a seamless user experience.

As reliance on digital services grows, development teams face mounting pressure to deliver innovative, frequent updates while preventing disruptions. Incidents today aren’t limited to system uptime or downtime; even slight service instability can negatively affect customer satisfaction. 

Workflow automation, such as the capabilities offered by xMatters Flow Designer, is critical in ensuring swift, efficient resolution that minimizes customer impact.

Here are five essential capabilities of automated workflows in incident management:

1. Proactive Incident Management

Proactive incident management is the first line of defense against potential disruptions. Monitoring tools detect performance degradation or anomalies early, while automated workflows translate these critical alerts into actionable steps. 

By addressing potential issues before they escalate, teams can prevent customer-facing disruptions altogether.

2. Reactive Incident Response

Why wait for someone to log into their ticketing system or email inbox to see an incident notification? Speed is critical when incidents occur. 

Launching an automated workflow can immediately provide the right people with the information they need to initiate the triage and resolution process. 

By eliminating delays in alerting and engagement, teams can reduce downtime and minimize the overall impact of incidents on operations and customers.

3. Workflow Automation and Integration

Deploying changes can sometimes cause unexpected breaks in other areas of the software. Having an automated workflow that can rollback a deployment allows teams to diagnose and resolve issues with their latest commit before customers even notice.

Seamless integration with other tools ensures that workflows remain flexible, scalable, and capable of handling even the most complex scenarios.

4. IT Service Management

Service desks are essential for addressing user-reported issues and internal requests. Automated workflows integrated with IT incident management solutions streamline communication and ensure timely notifications to on-call responders. This allows organizations to respond to issues faster and maintain operational efficiency.

The Role of xMatters in Workflow Management

You don’t need to be a developer to integrate with other applications and build automated workflows. With xMatters’ code-free workflow builder, Flow Designer, you can completely control your workflows—no code is required. 

Flow Designer enables users to drag and drop components to create workflows that seamlessly integrate with other tools. Whether automating incident response or streamlining IT service management, Flow Designer gives teams complete control over their processes. 

Start optimizing your workflows today with Everbridge xMatters’ user-friendly platform.