Implementing HRSD in ServiceNow

The Human Resources Management Problem

Human resource management in many organisations face the same issue of time being spent inefficiently on administrative tasks. Spreadsheets, phone calls and emails are all part of several key processes, whilst, although it may be documented, rarely takes into account the time spent on those tasks or how productive the process is, often with no visibility on end-to-end process that can be centrally managed by HR staff.

Many departments struggle to manage employee questions - often exposed to complex processes and various systems. Delivering HR services often involves multiple departments, with some being IT related, some HR, finance, or legal assistance. These HR services also require coordinated support across multiple departments.

When organisations deliver services using different portals, databases, and processes, it creates very frustrating and fragmented experiences for the employee, severely lowing their satisfaction score. Placing a burden on employees to ask the right kind of question and look up the right kind of request or support. Employees mainly are just interested in resolving their inquiry so they can get back to work.

The Solution - ServiceNow HRSD

A single, unified-platform for employees is a way to drive employee satisfaction, where they can submit requests, complete their tasks, and find answers to their questions. Cross-departmental processes can be mapped and tracked, allowing well-timed, visualised coordination. Any department or agent working on these employee requests can assign and prioritise, collaborate, or investigate any root cause issues. All driven by actionable items which give real-time insights.

The End Goal for HR Departments

HR departments want to drive up employee satisfaction and provide strategic value to the organisation. Using a shared services operating model on the ServiceNow platform, and leveraging automated services, operational tasks can be centralised with minimal intervention required from leadership or business partners. This allows HR departments to focus on more strategic initiatives as there is clear partition with operational HR.

HR Expects to:

• Have full visibility into HR Services
• Be able to deliver services efficiently and scale across the organisation
• Maintain high employee satisfaction

The phases of maturity for a companies HR Solution can be mapped clearly using ServiceNow's crawl, walk, run, fly model. It helps to Realise incremental value with every product deployed.

• Crawl - focus on establishing a solid foundation, ensure basic core configurations and functionalities are set up.
• Walk - Start to enhance workflows, integrate additional modules such as service catalogue.
• Run - Focus on performance optimisation, advanced features like ITOM, ITAM, integrations.
• Fly - strives to achieve full maturity with capabilities like AI and machine learning, alignment of IT with business strategies to drive digital transformation.

An example of HRSD maturation can be shown through HR agent interactions and workspace configurations.

1. Foundational - Agents are able to engage with employees and manage cases in one place.
2. Crawl - Guide agents to the right solution with interactive workflows and automatic search results
3. Walk - Implement Virtual Agent, simplifies self-service and resolution of issues, reduction of cost to support.
4. Run - HRSD Natural Language Model for VA. Provide employees with a natural, engaging conversational experience.
5. Fly - Implement Machine Learning and AI-powered automation - Reduce efforts by using the automation engine for intelligent cloud actions, decreasing time to case resolution.

With the end-goal of employee satisfaction, and efficiency across HR Service Delivery, the HRSD module allows for scaling HR processes, freeing up staff to focus on strategic initiatives, reducing administrative tasks, and allowing employees faster answers and resolution to their cases.

This will drive productivity and provide value to an organisation. Thanks so much for reading!! ??