ServiceNow HR Service Delivery: Everything You Need to Know

No matter the business, no matter the industry, employees are the pillar of an organization’s success. They keep your business running, powering your day-to-day operations, and fulfilling vital customer services. As such, organizations began emphasizing employee experience as a powerful predictive factor of future success.

But how can you create an employee experience that drives success for your organization? That’s the time when ServiceNow HR Service Delivery comes in handy.

Here in this blog, we will talk about what ServiceNow HR Service Delivery is, its benefits, pricing, and how you can get started with it.

So, let’s get started.

What is ServiceNow HR Service Delivery?

ServiceNow HR Service Delivery is a cloud-based SaaS platform built on the ServiceNow AI Platform that helps businesses manage their human resources tasks more efficiently.

Simply put, it is a one-stop solution that provides employees with all the information they need in a single platform, ensuring they feel supported in the workplace.

It allows seamless integration with other ServiceNow products, bringing a single point of contact for their cross-departmental needs.

ServiceNow HRSD Applications and Features

ServiceNow HR Service Delivery packages different applications to enable enterprises to deliver an experience that meets the demands of modern-day workspaces.

Now Assist for HRSD

Leveraging the generative AI capabilities, Now Assist streamlines HR workflows, interactions, and cases to help your HR teams with easy and efficient insights that improve their employee experience.

You get summarized case details along with a quick view of the case history and next best actions oversight.

Your agents can create new knowledge articles, taking closed cases as references, determining what worked.

It integrates agentic AI capabilities into your HR workflows through ServiceNow AI Agents. These agents can organize, route, and even resolve simple HR cases that require minimal human assistance. While it also automates certain HR processes, such as analyzing candidate data, categorizing it, and interacting with HR users, among others. Know how AI agents can transform your HR workflows.

Case and Knowledge Management

HRSD standardizes handling the fulfillment of employees’ requests or inquiries. It documents all the interactions between employees and HR uniformly, along with standardizing the solutions provided.

With AI-powered automation, it can also ensure that the right human resources are working on the right inquiries and requests, accelerating the resolution.

Case and knowledge management also bring all the employee’s requests or inquiries to a single workspace. So HR departments can handle each request timely, and a standardized process provides a clear roadmap to follow.

The capabilities of HRSD case and knowledge management include:

• Automating the standard HR processes like managing employee benefits, tracking performance, etc. strengthens the relationship between HR and employees.
• HR dashboards and reports enable the visualization of processes relevant to your KPIs such as employee satisfaction, case progress, etc, and find bottlenecks in HR services.
• HR knowledge management enables employees with self-service capabilities to find answers to routine queries.
• Follow a separate process to handle employee relations (ER) cases that emphasize security to maintain privacy.

Issue Auto-Resolution

Enforcing the AI capabilities, you get an AI-driven chat that helps resolve issues right in the present interface where you are, eliminating the need for switching places.

Following the ‘right one, publish anywhere’ acceptability, your single conversation flows standardly across all channels. Be it web, mobile, Slack, Microsoft Teams, email, portals, etc.

• Get guided setup for AI conversations.
• Machine learning capabilities can help deflect the most frequent issues.
• Get precise answers to your questions with intelligent search
• Auto-resolves issues based on known patterns in your customer and business data
• Auto-connect to live agent with relevant skills and knowledge

Employee Journey Management

This application enables organizations to support employees through their career journeys. They can create personalized employee journeys from onboarding, internal career transitions, and relocations.

The capabilities of ServiceNow Employee Journey Management include:

• Dedicated journey homepage to initiate and track employee journeys. Organizations can gain insights into each journey and act on the improvements to support their workforce better.
• Listening Posts enable the creation of surveys to understand and act on the employees’ feedback to create a workforce that makes them feel valued every day.
• With Learning Posts, you can deliver a personalized learning experience leveraging the power of AI.

HR Agent Workspace

The HR agent workspace is a modern workspace for HR agents built with ServiceNow’s UI Builder. It is designed to deliver a more flexible and configurable case-handling experience to your teams.

You get a clean, understandable, and manageable workspace with all the HR-related tools that help you stay organized and efficient. Your HR teams can customize themes, layouts, and components as per their needs through low-code capabilities.

Enterprise Onboarding and Transitions

This application automates the fulfillment of employee lifecycle events, including onboarding, offboarding, relocation, promotion, leave management, etc.

The ServiceNow Enterprise Onboarding and Transitions application automates cross-departmental processes and experiences, delivering the following benefits:

• It combines the processes and experience to automate cross-departmental work with greater understanding.
• Mobile application to help newly hired employees to complete tasks, view content, and more.
• Guided paths for employees and hiring managers to stay informed about what needs to be done at every step.

Journey Designer and Accelerator

Journey designer brings the capabilities of Lifecycle Events and the Journey Accelerator application to ensure the creation and management of journeys in a single workspace. It can be integrated with other applications to extend its functionality.

ServiceNow Journey Designer can also be integrated with other applications to extend its capabilities. It comes with the following capabilities:

• Journey Accelerator templates to ease the process of creating and managing employee transition plans.
• Role-based plans can be created specific to each role in a team.
• Employee Center Portal to visualize and manage the action plans.
• Mentors can view and edit the plans to better support the employees.

Universal Request

Universal request enables your agents and managers to view all requests in one place. It is a part of Employee Service management that allows those users to handle requests who don’t have access to the whole system.

You get a departmental view with a list of requests of a particular department. It includes the details of those requests, such as their status, the details of the requester, and their summary. Along with this, there are actions assigned for viewing, routing, and transferring requests. However, these actions do not reveal the full system navigation. Moreover, the mapping and business rules help to automate departmental tickets from the URs.

Manager Hub

It is a dedicated interface for managers enabling self-service and proactive engagement with their team. It provides useful information and suggestions to help managers decide what’s most urgent for them.

ServiceNow Manager Hub has the following capabilities:

• Managers can approve the team requests and act promptly on the tasks that need their attention.
• Keep managers informed about upcoming team events like employees’ birthdays, work anniversaries, or joining dates for new hires.
• It helps managers manage the team working across different locations globally. It provides data about the people in the team, such as their roles, performance, and transitions they might be having (like moving to a new role or location or leaving the organization).
• Visualized the history trends and statistics to improve the processes, better supporting the employee journeys.

Learning Core

This application allows the integration of internal learning systems of an organization with external learning systems, i.e., third-party systems such as Udemy, PluralSight, Sumtotal, OnDemand, etc. Learning Core lets you build a single learning content repository that includes the course items so employees can focus on enhancing their skills rather than switching between different systems.

Document Templates

This application enables the creation of templates for common documents or letters an organization uses. These templates can be in HTML or PDF format. It also automates the process of filling, signing, and reviewing documents. The employee information, like name, title, and role, can be filled automatically. People can sign documents online and send them for review and approval.

Furthermore, the ServiceNow Document Templates application can be used for the following purposes:

• Multiple participants can work on a document template. These templates can auto-initiate the specific tasks defined for participants.
• Retains the information on the documents, so participants do not have to fill in the information over and over again.
• Real-time insights into the document.
• Notifying participants about the actions pending on their end.
• Ensuring the security of the document by providing access only to mapped participants.

Employee Document Management

Employee document management is a digital solution that stores, automates sharing, and ensures governance of employee documents across business departments.

You can retain your document as long as you need it by specifying a document category and specifying a retention period of the same. For example, 7 years of contract for a certain employee or 3 years of performance review, etc. Your document stays with you as long as you want and auto-deletes afterwards.

In order to ensure compliance and legalities of documents, you can set up a legal hold that prevents document alteration, deletion, and destruction of evidence.

This feature automates the process of recording and attaching documents from closed HR cases to employees’ documents. With this, employees can access related documents without requiring HR’s assistance.

You can set role-based access and restrictions on documents so that only the relevant and appropriate users can access sensitive information.

HR Success Dashboard Indicators

It provides the HR team with real-time insights into the performance of their HR services measured by different KPIs. It can help the HR team with the following insights:

• The number of times employees managed to self-solve their problems.
• The number of times employees can submit a request or raise an issue without the help of an agent
• Knowledge base articles, Virtual Agent Conversations, Catalog submissions
• The number of times predictive intelligence successfully predicted an HR ticket field, affected the time it took to resolve the case.

Alumni Service Center

Alumni Service Center is a portal that keeps you connected with your former employees, contractors, and volunteers. It keeps them engaged with you by sharing and updating them about the latest news, resources, and services related to your business, even after they have left your organization.

Your admins can send newsletters, announcements, and alerts directly to your alumni network. They can connect with you and access resources via the same portal. But how can you manage the data? By uploading spreadsheets having alumni information. It automatically creates accounts and feeds in relevant details. This way, you can send bulk email updates.

With this, you can drive alumni engagement campaigns, including seasonal hiring, events, or promotion of company news.

Integration of HR Service Delivery With Third-Party Systems

ServiceNow HR Service Delivery can be seamlessly integrated with third-party systems to create a single source to improve the employee experience. It has preconfigured integrations available to use. Furthermore, you can also configure the custom integration with third-party application systems that use SOAP or REST services.

Leader Hub

It acts as a centralized platform for the entire workforce, enabling the leaders of the organization to have insights into the talent gap and how employees are engaging across the learning programs.

Additionally, gig and project functionality are available in talent development, allowing the leaders to define short-term activities.

ServiceNow HR Service Delivery Pricing

ServiceNow HRSD has two different pricing plans: Professional and Enterprise.

Each plan comes with different features and applications tailored to the different needs of the businesses. You can choose the package depending on your business requirements.

Here is an overview of what you will get:

ServiceNow doesn’t have fixed pricing for each of its packages. The pricing for each package is determined by ServiceNow based on your business requirements. You can discuss with ServiceNow consulting companies to get custom quotes specific to your business.

How to Get Started With ServiceNow HR Service Delivery?

ServiceNow HR Service Delivery unlocks enterprise productivity. It establishes an employee experience platform that empowers your employees to find the information, support, and technology they need to do their jobs best.

Are you ready to get started with ServiceNow HRSD? You can start this by understanding different HRSD applications to find out which ones are needed for your business. Prioritize your desired business outcomes to set clear expectations about what you want to achieve with HRSD implementation.

This is the first step in this journey. The next step is to work with an implementation partner to accelerate the implementation process and reduce risks.

If you need a partner but haven’t selected one yet, Cyntexa is a leading ServiceNow consulting services provider that works with you to understand the business outcomes you want to achieve. With our expertise, we can craft a well-structured roadmap to achieve those goals. Let’s connect with us to learn more about how we can help you.

AUTHOR

Shruti

ServiceNow, Sales Cloud

Shruti is a ServiceNow Consultant with 5+ years of experience across ServiceNow ITSM, AWS, Salesforce Loyalty Management, and managed services. She blends technical expertise with strategic insights to deliver transformative IT services and CRM solutions that enhance efficiency and customer satisfaction.