Simplify Your HR Service Delivery
Spend more time on people, less time on processes
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Great companies are built by great people.
That’s why you became a human resources
executive—to find outstanding people and help
them achieve great things.
However, ask yourself this.
Do you spend most of your time moving the
business forward? Or is your time consumed just
keeping the lights on?
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You’re not alone
Most HR teams are buried in mundane administrative tasks instead of focusing
on high-value activities such as talent management and training.
HR decision-makers spend nearly 12 hours a week handling routine employee
calls and emails.
Imagine if you could break free. What could you achieve if someone gave
you back 30% of your time? What impact could you make on your business?
THERE’S A WAY
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It’s called Service Management
Service Management is an automated approach to answering routine
employee inquiries and fulfilling requests.
By responding instantly to employee requests,
automating repeatable manual processes, providing
easy access to important employment information,
and managing complex cross-departmental activities
such as employee onboarding, service management
gives you and your team the time and freedom to
focus on people, not processes.
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Build a seamless service experience for
employees and your team
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Create an
HR Portal
Add Case
Management
Develop
Workflows
Measure
and Improve
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Create an HR Portal
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Give your employees an intuitive portal where
they can access HR services and information
and instantly find information on HR policies
and other key employment information.
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Add Case Management
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When an employee puts in a request through the
HR portal, service management automatically creates a
case, routes the case intelligently, and tracks the full
case history.
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Develop Workflows
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Service management can drive the complete
end-to-end process for complex tasks
that span multiple departments—such as
employee onboarding.
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Measure and Improve
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Access a wide range of process metrics
via an easy-to-use dashboard to spot
process bottlenecks and increase
operational efficiency.
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Service Management Makes it Easier
to Work Across Teams
Employee Onboarding—Service management can handle the entire
onboarding process for you.
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When service management gets an onboarding request, it
automatically breaks this down into individual activities and assigns
these to different departments.
It tracks the status of each activity, and reminds people if they’re
behind schedule. And, if an activity stalls, service management will let
you know right away.
Service management can even automate some processes entirely –
creating email accounts, and updating your HR and finance systems,
for example.
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Service Management Makes it Easier
for Employees to be Employees
Employee Self-Service—Choose your most popular services and use
your service management system to build a storefront for these requests.
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Give employees a central place for viewing
benefits, updating personal information,
requesting a leave of absence, applying for
an internal position and more.
This isn’t just a portal – you’ll be able to
automate the fulfillment processes behind
these requests at the same time.
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Success Stories
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“The automation opportunities have
meant that employees have much
of the information they need right at
their fingertips, significantly increasing
employee satisfaction, and dramatically
reducing the number of steps taken for
information to be accessed.”
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“In speaking to other users who
automated HR processes, we were
impressed with the deep service
operations and automation capabilities.”
“Many of Vitamix’s repetitive tasks
are now automated and streamlined,
allowing our business users to deliver
more strategic impact.”
Carly Bush
Director of HR Shared Services
Envision
Heather Brizzi
Service Desk Manager
Vitamix
Mark Van den Berg
Netherlands HR Manager, ING
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Success Stories
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In just three months, ING Group built a self-service HR portal with more than 1,200
knowledge base articles, automated their case management, and integrated service
management with their existing HR tools.
More than 25,000 employees now have instant access to information on topics
such as health, compensation and learning, and are automatically connected to
the right HR expert when they need further support.
The result? Significant improvement in employee satisfaction and a dramatic
reduction in HR cost and effort.
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Success Stories
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Envision Healthcare chose Service Management to give employees
“consumerized” HR services, providing standardized and consistent support
via an HR self-service portal.
They also created a centralized knowledge base with more than 2,200 articles
that employees can access through the self-service portal.
By delivering anytime and anywhere access, including on employees’ mobile
devices, they achieved significant gains in employee satisfaction and efficiency.
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Success Stories
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The HR team at Vitamix worked closely with their IT team to integrate HR services
into an enterprise-wide employee self-service portal. These automated HR services
span the entire employee lifecycle—from onboarding to separation.
They were able to scale and automate many of its enterprise services, including
HR service delivery, IT services, operations maintenance, and facilities management.
Aside from giving employees easier access to services, service management has
also freed up time to focus on high-impact activities.
Let's Recap
If you’re like most HR leaders, your team spends huge amounts of time handling
mundane requests rather than focusing on high-touch, high-value activities.
With Service Management, you can break free. Deliver higher-quality
services to employees. Become more responsive. Increase employee
satisfaction. Free up time for strategic activities.
Learn More from our ServiceNow Expert
To learn more, download a whitepaper written by Jen Stroud,
ServiceNow’s HR evangelist.
READ WHITEPAPER