Every organization with an HR department faces numerous time-consuming processes that intersect various systems, internal policies, and the work of other departments. Nowadays, the Human Resources sector is not just about administrative tasks but also involves responding to employee inquiries, maintaining hundreds or thousands of data records, collaborating with benefits providers, and educating other members of the organization.
Despite the multitude of tasks and processes that challenge HR departments, outdated methods of working are still prevalent, such as:
- repeatedly checking and responding to emails throughout the day,
- lack of automated and systematic processes,
- logging into various systems,
- data maintained in inefficient systems or numerous spreadsheets,
- gaps in knowledge and information flow between employees.
Transformation and digitalization are essential in every aspect of an organization’s functioning, not only for IT but also for HR departments.
Process automation and implementation of digital solutions create better employee experiences, improve productivity, reduce costs, and facilitate the work of managers and other HR specialists within companies.
How to achieve this? The ServiceNow platform includes a product called the HRSD (Human Resources Service Delivery) module in its portfolio. It combines all the technological solutions needed for effective HR operations in organizations. In this article, I will describe the implementation processes and highlight the key features that make this module an indispensable tool in the HR department’s daily work. I will also share best practices to help fully leverage the HRSD product’s potential.
Start…analysis with experts!
A detailed business needs analysis should be the first step in any project implementation. In this case, the focus should be on discussing and understanding HR processes. A comprehensive understanding of the issues is crucial:
- who uses HR services,
- how employees and other departments interact with HR,
- how documentation is managed,
- which tools are currently in use,
- how recurring processes, like employee onboarding and offboarding are handled.
This information gives us a solid project foundation and allows us to take the following steps in implementing our product without potential problems.
Let’s talk about the needs
Discussions with all stakeholders affected by the change are necessary for this phase. We should thoroughly understand their perspectives, needs, and expectations. That will help us identify bottlenecks in existing processes and areas needing improvement. These discussions should involve HR department employees, other organization representatives who interact with HR processes, and any additional individuals indicated by the HR department. This approach ensures a complete understanding of the needs and challenges.
Conducting workshops is beneficial for more complex organizations with numerous stakeholders. The workshops help identify areas for development, create prototypes, develop schemas and algorithms, and engage the team in the change process. Workshops include brainstorming sessions, case analysis, and process simulations that we could automate.
These meetings help identify problems and build employee engagement and support, which is crucial for successful process implementation. Collaboration with key stakeholders at the early project stage enables continuous feedback, discussion of major challenges, and acceptance of new solutions. Regular meetings and consultations allow for quick responses to emergency issues and ensure everyone is informed about project progress. This way, we gain allies who support the entire process implementation, which leads the project to success.
Tools supporting planning and implementation
Are there tools that could facilitate the analysis’s planning and the entire implementation process? Absolutely! Numerous project management solutions are available on the market. ServiceNow offers a special portal, NowCreate, which is a comprehensive collection of best practices, methodologies, and guides designed to ensure successful project delivery.
On the NowCreate platform, you can find ready-to-import user stories that help define project requirements, as well as pre-defined workshop presentations used to educate and engage teams. The recommended sequence for implementing individual products allows logical and efficient planning and minimizes the risk of problems and unnecessary costs.
ServiceNow supports continuous process improvement through regular updates and access to the latest trends and solutions in HR products. Additionally, the platform includes numerous checklists to ensure critical issues are not overlooked. These resources make the implementation process more transparent and efficient. Furthermore, NowCreate includes tools for progress monitoring and managing risk, which is necessary for keeping the project on track.
By utilizing the mentioned available resources, organizations can expect project completion within the schedule that meets their established goals.
HRSD – starter pack
The crucial next step is transforming insights from a thorough analysis of HR processes into a concrete action plan. The plan should determine which HRSD module functionalities will be implemented first to maximize benefits and minimize risks.
The initial selection of products to implement should be based on the identified needs and organizational priorities. It’s essential to start with elements that will provide the most noticeable and quick-to-implement benefits, enhancing engagement and building stakeholders’ trust in the entire project. We will decide which elements to implement based on both needs and budget.
The return on investment is the key element that the project sponsor should be aware of. Below, you can find the key functionalities of the HRSD module that you should consider at the beginning of the project.
Employee Center
Employee Center is a portal designed to provide a wide range of services, such as access to employee profiles, HR chat, service request management, and knowledge base access. Modifying and customizing it on multiple levels, according to various requirements is relatively easy. You can decide what appears in the menu about branding, banners, visual identity, forms, and additional functions beyond the basic version. It is primarily used by end-users (requesters) who submit various needs and inquiries to the HR department.
With EC, an organization can implement:
- Service Catalog – allows employees to request services.
- Knowledge Base – promotes a “self-service” culture.
- HR Chat– communication with employees or a bot (this function can be developed with AI to reduce employee time and company costs).
- Targeted Communication – direct communication to selected audience groups (campaigns).
Employee Center can also be integrated with other tools or applications used in daily work, e.g., MS Teams, where employees can access the portal or use chat directly from the communicator.
For me, EC is the foundation, the starting point for further transformations. Additional elements can be freely added to the portal to meet new employee needs.
Now Assist for HRSD
We are witnessing another technological revolution – artificial intelligence (AI) has rapidly entered many aspects of our lives. Creating tools like “Now Assist” is ServiceNow’s response to this change, which supports the daily work of HR Admins and other employees searching for answers to their problems.
With “Now Assist” we can:
- Reduce average handling time of employee requests.
- Enable HR agents to generate automatic summaries and solutions for employee-reported issues.
- Answer various employee questions (chat with a virtual agent) and summarize long conversations.
- Create personalized guidance for employees engaged in multiple interactions on the Employee Center (suggested articles, informational campaigns, or services).
Agent Workspace for HR Case Management
That product is an extensive topic. The integrated tool offers an intuitive user interface that combines various functions and tools required to handle HR cases in one place. It can be configured according to our requirements. This allows HR agents (fulfillers) to quickly review, monitor, and manage cases and communicate with other users, which leads to faster resolution of employee issues.
The main benefits of using HR Agent Workspace are:
- Multi-Tab Interface – centralizes information and tools in one interface, enabling quick task switching within a single browser window.
- Real-Time Monitoring – tracks the status and progress of cases (reports, dashboards).
- User Chat– quickly resolves tasks with the help of a Virtual Agent and Agent Assist functionality (access to the internal knowledge base).
- Quick Access – provides information about the employee being assisted.
- Customizable Interface – adapts to the specific needs of the HR department, increasing flexibility and usability.
- Improved Problem Resolution – leads to greater employee satisfaction.
The Agent Workspace for HR Case Management supports HR departments in managing cases efficiently, which results in better human resource management and overall organizational performance.
Employee Journey Management
A multifaceted product that can be described as a digital, experienced guide:
- Automated Processes – allows managers to use automated, organized, and simplified onboarding, promotion, or leave processes (journeys).
- Surveys and Feedback – creates surveys and receives quick feedback to improve service quality (listening posts).
- Training Organization – assists in organizing recommended training (learning posts).
Tests don’t have to be complicated!
Every new technology implementation requires thorough testing. The process looks slightly different in every company, regardless of how often we deploy the same product or service. How can we navigate this stage smoothly and painlessly? The answer is in the ATF module – Automated Test Framework, which enables the creation and execution of automated tests. Manual tasks can also be included in the test scenarios.
The ATF module allows us to:
- Create Test Scenarios – utilize a library of over 600 sample scenarios and customize them to our needs.
- Accelerate Regression Testing – reduce the time spent on testing with AI support.
- Mitigate Risks – address common errors based on frequently occurring issues.
GO LIVE, and that’s it?
Absolutely no! Go-live is just one phase of the full implementation. Every change requires employees to adapt to new solutions. This can be achieved through informational training sessions or “on-the-job” training in the test environment. Additionally, HR agents who work in the new system should undergo comprehensive training on how to use the program and receive precise training materials.
This process can start during the testing phase. Implementation should also include another phase called “hyper-care.” This involves monitoring daily operations and responding to any issues or questions that arise after the project has been deployed to the production environment.
Implementation best-practice
When implementing a new project, it’s always worth sticking to several universal rules that will make the process smoother and better organized.
Stakeholder engagement
Engaging stakeholders is a critical element of project implementation. Regular communication with different stakeholder groups, including HR employees, managers, and other departments that will benefit from the new functionalities, is necessary.
Organizing meetings, workshops, and informational sessions at the early project stage allows for defining user roles and gathering valuable feedback. It also ensures that all needs and expectations are included in the implementation plan. This approach builds trust and support for the project, helps identifying potential challenges and finding optimal solutions.
Continuous improvement
Continuous improvement is necessary to ensure the HRSD module in ServiceNow consistently meets the organization’s and employees’ needs. After deploying the key functionalities, it is beneficial to conduct regular system reviews. The reviews allow for assessing the effectiveness of the implemented solutions and identifying areas for improvement. Implementing mechanisms for surveys and regular feedback enables prompt responses to user needs and expectations.
Additionally, utilizing ServiceNow’s regular updates ensures that the system is enhanced and adapted to evolving business requirements.
Change Management
Change management is a process that helps organizations smoothly transition through a transformation period associated with new system implementation. A key aspect is communication – employees have to be well-informed about the goals, benefits, and implementation timeline. The essential factor is a training plan to help employees acquire the necessary skills to use the new system. A well-planned and executed change management process minimizes employee resistance and increases their engagement and acceptance of new solutions, which is crucial for the project’s success.
Data Security
Data security is the most critical aspect of any human resources management system. The HRSD module implementation in ServiceNow focuses on protecting employees’ personal data and complying with legal regulations, such as GDPR. Appropriate security measures should be implemented, including data encryption, access control, and regular system audits. Employee training on best practices in data security is necessary to minimize the risk of unauthorized access or information leaks.
Ensuring data security builds employee trust in the system and guarantees adequate protection of their information.
Summary
Implementing the HRSD module from ServiceNow is a significant step toward modern human resources management. The process begins with a detailed analysis of current HR processes and an understanding of stakeholder needs. Transforming the gathered insights into a concrete action plan, which includes selection of key functionalities such as:
- HR process automation,
- an employee self-service portal,
- HR case management,
- integration with other systems is the next step.
In addition to these products, the module offers document management in compliance with country-specific policies, e-signature, email communication support, and comprehensive reporting. ServiceNow HRSD implementation will help your organization significantly streamline HR processes, increase employee satisfaction, and achieve higher operational efficiency.
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If you are interested in the ServiceNow area, be sure to also take a look at other articles by our experts.
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