hr service delivery · 2018-10-08  · consumerisethe employee service experience talent mgt....

What’s new: London releaseHR Service Delivery

Rob MartoncikSr. Product Manager, HR

ServiceNow

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Speaker introduction

Experience/Expertise: 2 years at ServiceNow, 15 years in the Service DeliveryExpertise/Achievements: HR Service Delivery, HR Shared Services, Value RealizationCurrent Projects: Customer Value Realization, Customer Adoption, Fostering HR community, HR Roadmap

Name: Rob MartoncikTitle: Sr. Product Manager, HRFunction: Outbound Product ManagementCompany: ServiceNow

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What you will learn

DemoPresentation

3

How ServiceNow positions HR Service Delivery

What is in the London release for HR

21

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Current State of HR Service Delivery

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Consumerise the Employee Service Experience

Talent Mgt.

Benefits

Payroll

Security ExpensesTravel

RecruitingFacilities

Stock Plans

Core HR

IT

Employee Relations

Relocation

MobilitySupport

HR Service Delivery

• Access relevant and personalised information

• Guided to the right systems and departments

• Get high-touch help when needed

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AlumniOff BoardingNew ChildOnboarding

The Employee Journey: Moments That Matter

Pre-Hire PerformanceReview

Learning Relocation

PayrollIssue

Leave ofAbsence

Promotion

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ITSecurity Facilities

Legal

HR

Finance

Multi-departmental View of Employee Experience

Enterprise Service Delivery

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HR Service Delivery Applications

Case & Knowledge Management

Employee Service Center

Enterprise Onboarding &

Transitions

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Trends Shaping the Future of HR Service Delivery

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E m p l o y e e E x p e r i e n c e

CULTURAL

Employee experience is top of mind for CEOs and CHROs

• Talent drives digital business model disruption and growth

• Employee expectations of consumer-like experiences at work

• Engaged employees means higher productivity and happy customers

Why is this a trend?

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Re-energised drive for HR efficiency & effectiveness

• Business needs can rapidly evolve, needing talent alignment

• HR bandwidth and skills must expand and evolve to support

• Need for centralising and automating transactional work to free HR

E f f i c i e n c y & E f f e c t i v e n e s s

ORGANIZAT IONAL

Why is this a trend?

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Increased demand for modern cloud based agile platforms

• Configuration for employee experience and HR efficiency & effectiveness

• Support for emerging and whitespace processes

• Need for analytical decision making

M o d e r n P l a t f o r m

TECHNOLOGICAL

Why is this a trend?

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Highlights from London

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CULTURALEmployee

experience

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Employee Service Center UsabilityEmployee

experience

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Employee experience

Targeted Content Delivery and Automation

Service Portal Content Widgets and Email Content• Existing Widgets (Banners, Links, Events, Videos, etc.)

• No longer requires the HR Portal (Employee Service Center)

• Can configure on any portal

Targeted, Scheduled Communications• Leverages existing content and widgets (from CD)

• Schedule communication by fixed date, dynamic data, more

• Satisfies wide-spectrum of use-cases to employees

Content automation(aka, “Campaigns”)

Content delivery

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Communications sent to all, only relevant to some

Sent via e-mail, lost in the shuffle (or spam folder)

Don’t know who saw or clicked

Seen by right people, based on relevant criteria

Sent via content most appropriate for the situation

Engagement tracked, insights gleaned

Today Tomorrow

Why do we need this?

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Efficiency and effectiveness

ORGANISATIONAL

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Virtual AgentCase and Knowledge Management

Employee Service Center

Case and Knowledge Management

Employee Service Center

Efficiency & effectiveness

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Case Creation & Machine LearningCase and Knowledge Management

Case and Knowledge Management

Efficiency & effectiveness

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Employee Document Management

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Physicalemployeefilecabinetsareathingofthepast.Documentmanagementenablespaperless,360degreeviewofemployeesfromhiretoretire.

EmployeeDocumentManagement

Physical employee file cabinets are a thing of the past. Document management enables paperless, 360 degree view of employees from hire to retire.

Efficiency & effectiveness

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Document lifecycle

Leave request form submitted by employeeon case

Form moved from case to employee file

Form used to process leave request

Form shared with payroll for pay discrepancy

Form deleted 7 years after employment end date

Capture Store Use Share Dispose

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Capture and store documents

Employee file

Automatically move

documents on cases/tasks

Upload scanned documents

Manually move one off

documents on cases/tasks

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Document metadata

Document TypeBenefits Enrollment, Compensation, Relocation, Immigration, Employee

Relations, Occupational Health

Configure who in HR can access this document. Configure if employee and employee’s manager can access this document?

Suspend retention schedule and protect content from deletion with legal holds on users and document types

Set a retention period on the document?

Capture Case Number, HR Service, Uploaded On, Uploaded By, and other metadata

Access

Legal Hold

Retention

Additional Metadata

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Modern platform

TECHNOLOGICAL

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Accurate & Sterling Talent SolutionsHR Integration Plugin

Case and Knowledge Management

Modern platform

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Knowledge BlocksCase and Knowledge Management

Case and Knowledge Management

Modern platform

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Improved employee experience

MaryLocation: OhioTitle: Associate, HR Shared Services

JessicaLocation: San DiegoTitle: Senior Manager, Product Marketing

SamirLocation: UKTitle: Software Engineer II

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Demo

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Top takeaways

ServiceNow continues to innovate in HR Service Delivery.

1

Employee experience is the key focus of the

London release.

2

Three mega-trends are defining the future of HR

Service Delivery.

3

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