ServiceNow HR Service Delivery: Transforming HR into a Strategic Business Accelerator

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 to your organization? That’s the time when ServiceNow HR Service Delivery comes in handy.

Here in this blog, we will talk about what is ServiceNow HR Service Delivery, 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 that helps businesses manage their human resources tasks more efficiently.

Simply put, it is a one-stop solution for employees to get all the information they need in a single platform ensuring employees feel supported in the workspace.

It is built on the Now platform allowing seamless integration with other products of ServiceNow, 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 the experience meeting the demands of modern-day workspaces.

1. 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 brings 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 strengthening 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.

2. 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, relocations, and onboarding.

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 employee’s 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.

3. Enterprise Onboarding and Transitions

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

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.

4. Journey Accelerator

This ServiceNow HRSD application enables the creation of templates for plans and to-do tasks for employees.

ServiceNow Journey Accelerator 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.

5. Journey Designer

This application brings the capabilities of Lifecycle Events and the Journey Accelerator application to ensure the creation and management of journey’s a single workspace.

ServiceNow Journey Designer can also be integrated with other applications to extend its capabilities.

6. 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 transition they might be having (like moving to a new role, location, or leaving the organization).
• Visualized the history trends and statistics to improve the processes better supporting the employee journeys.

7. Learning Core

This application allows the integration of internal learning systems of an organization with external learning systems i.e. third-party such as Udmey, 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.

8. 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.

9. Agent Workspace for HR Case Management

This acts as a single workspace to manage employees’ HR requests from a single workspace. Agent Workspace for HR Case Management helps the HR team in the following ways;

• The homepage of the application, all the information you need to decide what should be taken as a priority like HR cases and their Service Level Agreements (SLA).
• The HR team can filter and sort the cases to find out what’s relevant to them.
• It has an inbox that contains the HR cases assigned to you.

10. 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.

11. Machine Learning Solutions for HR Service Delivery

ServiceNow HR Service Delivery also offers machine learning solutions that help in faster resolutions of cases and tasks. The following are some of the ML solutions;

• Demand insights for the HR case dashboard help the HR team to find out which HR case has insufficient or no knowledge coverage.
• Auto case creation from email can automatically categorize the HR cases submitted via mail.
• Auto determination of HR service enables the routing of cases to the right HR service better equipped to handle it. This saves the HR team from manual efforts in triaging cases.
• Auto-determination of assignment groups enables the assignment of cases to appropriate HR groups.
• HRSD also employs machine learning in recommending the right knowledge base articles based on the case description to help the HR team solve the case.

12. 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.

HRSD has pre-configured integrations for third-party systems like background check systems, e-signature systems, tax form management, etc.

13. Integration of HR Service Delivery with ServiceNow Applications

ServiceNow HR Service Delivery can be easily integrated with other ServiceNow applications. This integration enables the unified portal for service delivery across the enterprise.

14. Now Mobile App for HRSD

ServiceNow HRSD can also be accessed through the Now mobile application. Employees can view HR requests, request help, complete HR tasks, chat with virtual agents, and more on the go.

15. Virtual Agent

It enables automated chat with the employees requesting HR services. By handling customer inquiries promptly, it improves the employee experience.

Virtual Agent has predefined chatbot conversions helping employees to solve common self-service HR tasks. It can also be integrated with custom portals and ticket pages to ensure easy accessibility of Virtual Agent from that portal. Furthermore, it can also be integrated with third-party messaging applications such as Slack.

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.

ServiceNow HRSD Professional plan comes with the following features;

• Case and Knowledge Management
• Now Mobile
• Agent Workspace
• Virtual Agent
• Universal Request
• Employee Relations
• Employee Center
• Performance Analytics
• Manager Hub
• Predictive Intelligence
• Now Assist for HRSD

ServiceNow HRSD Enterprise plan has all the features of the Professional plan with additional access to the following;

• Employee Journey Management
• Enterprise Onboarding and Transitions
• Alumni Service Center
• Problem Management

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.