HR Service Delivery in ServiceNow

Empower Your People > Elevate Your HR

HR Service Delivery (HRSD) in ServiceNow is a powerful solution that automates and streamlines HR processes, providing employees with a seamless, personalized experience. It enables organizations to manage everything from onboarding and offboarding to case management and employee self-service, all within a unified platform. By integrating HRSD with other business functions, organizations can deliver comprehensive and efficient support to their employees, enhancing satisfaction and productivity.

1. Streamline Onboarding and Offboarding Processes

Best Practice: Automate and standardize onboarding and offboarding processes to ensure a smooth transition for employees and reduce manual workload for HR teams. Use ServiceNow’s HR Service Delivery (HRSD) capabilities to create a seamless experience.

Implementation Example: Use ServiceNow’s Employee Service Center to create an onboarding portal that guides new hires through the necessary steps, such as document submission, benefits enrollment, and IT setup. For offboarding, automate the de-provisioning of accounts, return of company assets, and exit interviews through pre-built workflows.

Pro Tip: Integrate with your organization's IT systems to automatically assign and track tasks to relevant departments, ensuring nothing falls through the cracks during onboarding or offboarding.

2. Enhance Employee Self-Service with Knowledge Management

Best Practice: Empower employees to find answers to their HR-related questions by providing a robust, well-organized knowledge base. This reduces the burden on HR teams and improves employee satisfaction.

Implementation Example: Implement a knowledge management system within ServiceNow HRSD that categorizes common HR topics like leave policies, benefits, and payroll. Enable AI-powered search functionality to help employees quickly find relevant articles without needing to contact HR.

Pro Tip: Regularly update the knowledge base with new content based on feedback and common inquiries, ensuring it remains a valuable resource for employees.

3. Personalize Employee Experiences with Case Management

Best Practice: Use HR case management to deliver personalized support to employees, ensuring that each case is handled efficiently and in accordance with company policies.

Implementation Example: Set up ServiceNow’s HR Case Management to route cases automatically to the appropriate HR specialists based on case type, employee location, or other criteria. Track the progress of each case with clear SLAs and automated notifications to keep employees informed.

Pro Tip: Analyze case data to identify trends and areas for improvement in HR services, using this insight to refine processes and enhance the employee experience.

4. Implement Continuous Feedback Loops

Best Practice: Establish a system for continuous feedback from employees regarding HR services, allowing for ongoing improvements and alignment with employee needs.

Implementation Example: Deploy ServiceNow’s HRSD survey capabilities to gather feedback after resolving HR cases or completing significant processes like onboarding. Use this feedback to make data-driven decisions for improving HR services.

Pro Tip: Regularly review feedback data with HR leadership to identify recurring issues and implement targeted initiatives to address them.

5. Integrate with Other Business Functions for Holistic Service Delivery

Best Practice: Integrate HRSD with other business functions like IT, finance, and facilities to deliver a comprehensive service experience to employees. This eliminates silos and ensures that employees receive coordinated support across all areas.

Implementation Example: Integrate HRSD with ITSM to automate the provisioning of equipment and access to systems during onboarding. Similarly, link with finance systems to automate payroll adjustments during life events like promotions or transfers.

Pro Tip: Use ServiceNow’s IntegrationHub to connect with other enterprise systems, ensuring seamless data flow and process automation across different functions.