Orchestrating Make, Zapier, and ServiceNow

Orchestrating Make, Zapier, and ServiceNow

Many organizations use Make, Zapier, and ServiceNow for different purposes. Make handles complex data transformations, Zapier connects tools point-to-point, and ServiceNow manages ITSM processes. But what happens when you need to coordinate workflows that span all three?

Semawork orchestrates your Make, Zapier, and ServiceNow stack—adding intelligent coordination on top of your existing investments.

The Challenge: Fragmented Automation

Most organizations end up with:

• Make scenarios for complex data processing
• Zapier automations for simple point-to-point connections
• ServiceNow workflows for IT service management
• Manual coordination between all of them

This creates fragmented workflows where processes get stuck at handoffs between systems, and there's no unified visibility or intelligent routing.

The Solution: Orchestration Layer

Semawork sits above your existing tools as the orchestration brain, coordinating workflows that span Make, Zapier, ServiceNow, and other tools.

Architecture Pattern

Semawork (Orchestration Brain)
    ↓
├── Make.com (Data transformations)
├── Zapier (Point-to-point connections)
├── ServiceNow (ITSM processes)
└── Other tools (CRMs, Slack, etc.)

How it works:

1. Semawork receives workflow trigger - Event from any tool or system
2. Intelligent routing - Determines which tools need to be involved
3. Orchestrates actions - Coordinates Make scenarios, Zapier automations, ServiceNow workflows
4. Human approvals - Built-in approval steps where needed
5. Unified observability - Single view across all orchestrated tools

Real-World Example

Use Case: IT incident management that spans multiple systems

Workflow:

1. Incident detected in monitoring tool
2. Semawork orchestrates:
   • Triggers ServiceNow ticket creation
   • Routes to appropriate Make scenario for data enrichment
   • Uses Zapier to notify team in Slack
   • Coordinates with runbook execution
   • Tracks resolution across all systems

Result: Unified incident management with intelligent coordination, instead of fragmented manual processes.

Detailed Architecture Patterns

Pattern 1: ServiceNow-Centric Orchestration

When ServiceNow is your primary ITSM platform, Semawork orchestrates workflows that extend beyond ServiceNow's capabilities:

Example: Customer onboarding workflow

• ServiceNow handles ticket creation and tracking
• Semawork orchestrates account provisioning across multiple systems
• Make.com processes customer data transformations
• Zapier handles simple notifications
• Semawork coordinates the entire workflow with intelligent routing

This pattern lets you keep ServiceNow as your ITSM backbone while adding orchestration capabilities for complex, cross-system workflows.

Pattern 2: Make + Zapier Coordination

When you have both Make scenarios and Zapier automations, Semawork coordinates them intelligently:

Example: Lead processing workflow

• Zapier captures leads from website forms
• Semawork routes to Make for data enrichment
• Make transforms and enriches lead data
• Semawork routes enriched leads to Salesforce
• Zapier sends notifications to sales team
• Semawork tracks the entire process

This pattern ensures Make and Zapier work together seamlessly, with Semawork providing the coordination layer.

Pattern 3: Multi-Tool Incident Response

For complex incident response workflows that span multiple tools:

Example: Security incident response

• Monitoring tool detects security alert
• Semawork orchestrates: ServiceNow ticket creation, Make data analysis, Zapier team notifications, runbook execution, and status updates
• Human approvals required at critical steps
• Unified visibility across all systems

This pattern provides intelligent coordination for critical workflows while maintaining safety through human oversight.

Implementation Considerations

Getting Started

Start with a single workflow that spans your existing tools. Choose a workflow that:

• Currently requires manual coordination
• Involves multiple tools (Make, Zapier, ServiceNow)
• Would benefit from intelligent routing
• Needs better visibility

Phased Approach

1. Phase 1: Single Workflow - Orchestrate one workflow to prove value
2. Phase 2: Expand - Add more workflows as confidence grows
3. Phase 3: Scale - Orchestrate workflows across your entire stack

Integration Best Practices

• Keep existing tools - Semawork augments, doesn't replace
• Start simple - Begin with straightforward workflows
• Add intelligence gradually - Introduce AI routing as you gain experience
• Maintain visibility - Use Semawork's observability features from day one

Benefits

• Keep existing investments - No need to replace Make, Zapier, or ServiceNow
• Intelligent coordination - AI-powered routing and decision-making
• Unified visibility - Single observability layer across all tools
• Reduced complexity - One orchestration layer instead of managing multiple systems
• Human-in-the-loop - Built-in approvals and guardrails

Getting Started

Ready to orchestrate your Make, Zapier, and ServiceNow stack?

See orchestration blueprints or book a call to discuss your specific architecture.