ServiceNow HR Service Delivery (HRSD)
Streamlines and automates HR processes to improve the employee experience and reduce the administrative burden on HR teams
HR Service Delivery (HRSD)
Streamlines and automates HR processes to improve the employee experience and reduce the administrative burden on HR teams. It provides a centralized platform where employees can access services, information, and tools, while HR teams can efficiently manage requests, cases, and workflows.
Core Capabilities of ServiceNow HRSD
HR Case and Knowledge Management
- Centralized Case Management: Track, manage, and resolve employee HR queries in one place. Knowledge Base:
- Provide employees with self-service access to policies, FAQs, and documentation.
- Automated Workflows: Route HR cases to the appropriate teams and automate repetitive tasks.
Employee Service Center
- Unified Portal: A one-stop hub where employees can submit requests, view FAQs, and access personalized HR services.
- Self-Service Options: Empower employees to find answers or resolve issues without contacting HR.
Employee Document Management
- Central Repository: Securely store, manage, and access employee-related documents like contracts and onboarding forms.
- Compliance Tracking: Ensure document handling adheres to legal and organizational policies.
Lifecycle Events
- Employee Onboarding and Offboarding: Automate workflows to ensure smooth transitions for new hires and exiting employees.
- Cross-Functional Coordination: Link HR workflows with IT, facilities, and finance for seamless handoffs.
HR Service Catalog
- Predefined Services: Offer standardized HR services, such as benefits enrolment, time-off requests, and payroll inquiries.
- Customizable Offerings: Tailor service catalog to meet organizational needs.
AI-Powered Insights
- Predictive Analytics:Analyze employee trends and predict potential issues, such as attrition risks.
- Proactive Notifications:Alert HR teams about compliance deadlines, incomplete tasks, or employee concerns.
Integration with Other Systems
- Third-Party Tools:Seamlessly connect with payroll, benefits, and learning management systems.
- ServiceNow Modules:Integrate with ITSM, Facilities, and GRC for cross-department workflows.
Benefits of ServiceNow HRSD
Enhanced Employee Experience
- Provide a unified, user-friendly interface for accessing HR services.
- Reduce frustration by enabling employees to resolve issues faster.
Increased HR Efficiency
- Automate repetitive tasks and streamline case resolution to free HR teams for strategic work.
Consistent Service Delivery
- Standardize HR processes to ensure consistent responses and compliance with policies.
Improved Data Security
- Centralize sensitive employee data with robust access controls and compliance tracking.
Cross-Department Collaboration
- Break down silos by connecting HR with IT, facilities, and other departments for lifecycle events and service delivery.
Key Features of ServiceNow HRSD
HR Case Dashboard
Track case volumes, response times, and resolution rates in real-time. Monitor performance against SLAs to ensure timely service delivery.
HR Templates
Pre-built templates for common HR processes like benefits queries, payroll issues, and policy clarifications.
Guided Setup
Simplify implementation with step-by-step guidance for configuring HRSD to meet organizational needs.
Mobile Accessibility
Allow employees to access HR services and updates through mobile devices for on-the-go support.
Employee Journey Management
Guide employees through key milestones in their careers, such as promotions, relocations, or skill development.
HRSD Editions
Standard Edition
Core features like case management, knowledge management, and basic workflows.
Professional Edition
Adds lifecycle events, document management, and advanced analytics.
Enterprise Edition
Includes predictive insights, advanced integrations, and enhanced employee journey capabilities.
Use Cases for ServiceNow HRSD
Onboarding
Challenge: Manual onboarding processes result in delays and errors. Solution: Automate onboarding workflows, ensuring all departments complete their tasks on time.
Policy Clarifications
Challenge: Employees frequently contact HR for policy-related questions. Solution: Build a knowledge base with AI-powered search to deflect common queries.
Global HR Management
Challenge: Managing HR processes across multiple geographies with varying regulations. Solution: Standardize workflows while customizing compliance and policies by region.
Benefits Administration
Challenge: Employees face challenges enrolling in or modifying benefits. Solution: Provide a service catalog for benefits enrolment with automated case routing for complex queries.
Key Metrics for HRSD Success
Case Resolution Time
Average time taken to resolve HR queries
Self-Service Adoption Rate
Percentage of employees resolving issues via self-service tools
Employee Satisfaction (ESAT)
Measure of employee feedback on HR service delivery.
Process Efficiency
Reduction in manual effort and time spent on repetitive tasks.
Compliance Adherence
Rate of compliance with legal and policy requirements in HR processes.
Best Practices for Implementing HRSD
Understand Employee Needs
Survey employees to identify pain points and prioritize HRSD capabilities accordingly.
Simplify and Standardize
Standardize HR processes and streamline workflows before implementing the platform.
Promote Self-Service
Invest in building a comprehensive knowledge base and intuitive service catalog to encourage self-help.
Train HR Teams
Provide training for HR staff to fully utilize the platform's features and analytics.
Continuously Improve
Use analytics and employee feedback to identify areas for improvement and refine services over time.
Integration with Other ServiceNow Modules
ITSM (IT Service Management)
Collaborate with IT for lifecycle events like onboarding and hardware provisioning.
Facilities Management
Coordinate workspace setup during onboarding or relocation.
GRC (Governance, Risk, and Compliance)
Ensure HR processes comply with organizational policies and regulatory requirements.
Learning Management Systems
Integrate with LMS platforms to provide employees with access to training and development opportunities.
Example Scenarios
Scenario 1: Employee Onboarding
- Challenge: Manual onboarding tasks delay new hires’ productivity.
- Solution: ServiceNow HRSD automates workflows for provisioning laptops, creating system accounts, and sharing welcome materials, ensuring a smooth start for new hires.
Scenario 2: Policy Inquiry
- Challenge: HR is overwhelmed with repetitive questions about leave policies.
- Solution: A knowledge base with AI-powered search directs employees to the correct policy, reducing HR case volumes.
Scenario 3: Offboarding
- Challenge: Employees leave without completing the required clearance process.
- Solution: HRSD automates the offboarding process, ensuring all tasks (e.g., retrieving equipment, revoking access) are completed.
Customer Testimonials
Your ServiceNow Partner
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Our Operating Philosophy
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