Simplify Your HR Service DeliverySpend more time on people, less time on processes

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?

You’re not aloneMost 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?

It’s called Service ManagementService 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.

Build a seamless service experience for employees and your team

Create an HR Portal

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.

Add Case Management

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.

Develop Workflows

Service management can drive the complete end-to-end process for complex tasks that span multiple departments—such as employee onboarding.

Measure and Improve

Access a wide range of process metrics via an easy-to-use dashboard to spot process bottlenecks and increase operational efficiency.

Service Management Makes it Easier to Work Across Teams

Employee Onboarding—Service management can handle the entire onboarding process for you.

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.

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.

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.

Success Stories

“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.”

Mark Van den Berg Netherlands HR Manager, ING

“Many of Vitamix’s repetitive tasks are now automated and streamlined, allowing our business users to deliver more strategic impact.”

Heather Brizzi Service Desk Manager Vitamix

“In speaking to other users who automated HR processes, we were impressed with the deep service operations and automation capabilities.”

Carly Bush Director of HR Shared Services Envision

Success Stories

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.

Success Stories

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.

Success Stories

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.

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

Let's Recap

To learn more, download a whitepaper written by Jen Stroud, ServiceNow’s HR evangelist.