ServiceNow Human Resource Service Delivery (HRSD):
A Deep Dive into the Capabilities and Benefits

The human resources department plays a pivotal role in managing employee-related sensitive information. Apart from managing, processing, and storing employee-related personnel information, the Human Resources department is also tasked with recruiting, onboarding, evaluating the performance of the employees, and ensuring that employees are provided the adequate and required training to upskill themselves throughout their association with the company.

With these key responsibilities to take charge of, it could become cumbersome if the HR department relies on managing this important process using manual processes and without the right set of tools.

So, what are the key challenges your HR department may face due to conventional methods of data maintenance?

• Limited or outdated technology for HR services
• Disjointed employee knowledge base and support center
• Lack of touch points for employees to engage with HR

What Are the Expectations from an Enterprise-Wide HR Management Solution?

Having discussed the challenges posed by conventional methods of managing HR-related data, an ideal enterprise-wide HR management solution should have the following capabilities:

• Should be able to lay the foundation for a shared services center of excellence that allows extensive self-service options among the employees.
• Is a scalable solution that improves agility for the HR department and offers a unified service experience.
• Offers integrations for third-party employee service portals.
• Allows tracking of employee requests and shares insights/recommendations toward building an internal knowledge base.
• Provides access to remote and mobile employees.

What Is ServiceNow’s Employee Workflows Solution?

The ServiceNow Employee Workflows solution includes HR Service Delivery, Workplace Service Delivery, Legal Service Delivery, Procurement Service Delivery, and Safe Workplace Suite.

This solution suite helps organizations boost employee productivity by providing the right experiences for the hybrid workforce. It helps employees to get the answers to their questions and also request services they need through a unified service experience.

With the deployment of the Human Resource Service Delivery solution,

• Organizations can integrate service solutions into a unified platform, seamlessly work on complex employee requests, and improve employee experiences.
• The solution also helps in the expansion of HR services and offers improved agility in addressing employee needs. It results in time savings for HR specialists and IT professionals who support cross-department functionalities.
• Employees can self-serve their requests thereby allowing the HR team to focus more on activities that improve service experiences.

What are the benefits realized due to the deployment of the ServiceNow HRSD solution?

• HR professionals can improve productivity for employee onboarding and departures by as much as 30%.
• Employees can self-service up to 80% of their repeat inquiries.
• HR professionals can avoid over 10,000 hours annually assisting employees.
• Allows time savings on IT assisting employees totals $2.5 million in value.
• Increased agility toward developing applications with ServiceNow by 75%.
• Boosts Business continuity.
• Results in stronger business outcomes from more engaged employees.

What Are the Key Features of HR Service Delivery (HRSD)?

With an idea of the benefits of the HRSD solution, let's now look into the features of HRSD. The following are the key features that can be used to resolve HR-related queries thereby enabling organizations to achieve their business goals.

Issue Auto Resolution	Enables resolving routine employee requests quickly through AI-powered automation.
Employee Center	Helps engage employees and improve manager experience on a unified portal.
Employee Journey Management	Supports building of complete workflows across the enterprise to help employee journeys.
Enterprise Onboarding And Transitions	Enables delivering employee experiences across the organization.
Case And Knowledge Management	Helps standardize documentation, interactions, and fulfillment of employee requests.
Now Mobile	Helps simplify employee self-service with a native mobile app.
HR Agent Workspace	Allows HR teams to connect with the required data they need in a quick and personalized workspace.
Virtual Agent	Helps resolve issues faster and supports employees 24/7 with an intelligent chatbot.
Universal Request	Offers a unified employee service experience and improves agent collaboration.
Performance Analytics	Offers insights to help improve service experiences and agent workloads.
Predictive Intelligence	Categories general inquiries automatically by combining machine learning and historical data.
Employee Document Management	Provides a secure, unified view of employee documents from hire to retirement.
Employee Relations	Allows effectively managing sensitive employee requests and cases with diligence.
Alumni Service Center	Helps to stay connected and engaged with former employees of the organization.
Process Optimization	Allows in-depth analysis and improvement of processes for HR workflows to strengthen efficiencies.

About Quantum Strides

Quantum Strides is a ServiceNow Business partner authorized to resell ServiceNow Software and implement ServiceNow Solutions. Our ServiceNow focus areas include IT Asset Management (ITAM), Workplace Service Delivery (WSD), Field Service Management (FSM), Security Operations (SecOps), and Human Resource Service Delivery (HRSD).

If you are looking to implement the ServiceNow HRSD module for your organization or need the information to better understand its capabilities, feel free to reach out to us.