servicenow webinar 10/12: facilitate modern hr services for the federal workforce

© 2016 ServiceNow All Rights ReservedConfidential © 2016 ServiceNow All Rights ReservedConfidential

The Enterprise HR/Personnel Service Management

Alan Riggs

Sr. Solutions Consultant, Federal

Introduction to ServiceNow

ServiceNow

© 2016 ServiceNow All Rights Reserved 2Confidential

Discussion PointsWhy Organizations are investing in ServiceNow HRSM

How ServiceNow can help transform the way organizations manage HR & Manpower/Personnel service delivery

HR Service Management Transformation

ServiceNow demonstration


What Legacy Solutions Commonly Lack• Efficient & consistent case management and SLA tracking

• Usability -- A consumer grade self-service capability

• Flexibility -- Workflows are hard to build, evolve and enhance

– Inflexibility of the tool prohibits ability to execute organizational process improvements

• No or limited mobile interface

• Customer Satisfaction, Reporting and analytics are lacking or missing

• No ties to Contracts, Compliance, Projects, Vendors, Assets, Cost Mgmt, Automation, etc…


How HR, Manpower & Personnel Works Then and Manual Paper Processes “Online” Paper eForms Self Service Automation

FitReps

Annual Appraisals

On-Boarding / Off-Boarding

Recruiting

Promotion Boards

Awards Nominations

Typical Operational Issues / Goals• Automate, centralize and simplify HR transactions• Deliver timely, consistent, and reliable information to

employees• Improve speed of delivery and service predictability• Create more self service opportunities – less reliance on

administrative personnel• Allow manpower and personnel specialists more time to

focus on mission and strategic initiatives

Common Challenges with Status Quo• Heavy reliance on paper forms or non-automated eForms• No self-service catalogue for consistent intake of requests• Multiple stove-piped legacy systems• Legacy systems are brittle and expensive to maintain --

Configurations are hard to develop and maintain• No Mobile interface


HR Service Automation in ServiceNow Portfolio

Mobile

ResourceMgt

Security

Patch MgtDiscovery

IT Cost

Asset

EventMgt

Collaboration

PlanningGovernance

Vendor

Support

Reporting

Deploy

SDLC

CMDBBusiness

intelligence

Backup

Server Monitoring

Network Monitoring

Application Monitoring

Authentication

Single Architecture Shared Resources Single Data Model Custom App Dev

SERVICE AUTOMATION PLATFORM

ENTERPRISE SERVICE MODEL

Service Providers

APPLICATION DEVELOPMENT

‘Citizen’Creators

ProfessionalCreators

SDLC App Creator

OPERATIONS MANAGEMENT

Cloud ProvisioningOrchestrationDiscovery Config Automation Service CreatorEvent

FieldServices Human Resources

SERVICE MANAGEMENT

AssetChangeCatalogCMDBITProblemRelease Pass Reset Facilities

BUSINESS MANAGEMENT

AnalyticsGovernance Cost ProjectVendor DemandResource

Departments

Service Catalog Notifications Approval Engine Social Collaboration Reporting Survey Management Content Management System Knowledge Management & Managed Documents Service Level Management Graphical Workflow Mobile


SYSTEM OF RECORD

Sales System of RecordSupply Chain Management (SCM)

HR System of RecordHuman Capital Mgt (HCM)

Facilities System of Record Facilities Asset Mgt

Finance System of Record Financial Mgt

IT Single System of RecordServiceNow

IT Operations Mgt IT Business Mgt

SYSTEM OF RECORD

ServiceNow: Single System of Engagement to Get Work Done

IT

FINANCE HR/Manpower

LOGISTICS FACILITIES

Service Managementfor the enterprise

SERVICE DOMAINSERVICE DOMAIN


TRANSFORM

• Configurable self-service portal• Multi-channel employee to HR

interactions• Centralized knowledge base• HR Service Catalog• Case management• Dashboards and analytics

ServiceNow HR Service Management


Where Does ServiceNow HR Service Management Fit?

• Admin• PayrollCore HR

• Career Management• Compensation• Recruiting

Talent Management

• Labor Forecasting• Demand Planning

Workforce Management

SuccessFactors

Saba

Workday

SAP

ADP

Oracle

Cornerstone

PeopleSoft• Case Management• Employee Self Service• Automation• Employee Experience• Designed to Integrate

HR Service Delivery


Employee Experience for HR Service DeliverySystem of Record for HR Data

HR Leadership reviews scope of data needed,

determines 1- or 2-way sync

Basic ‘people data’

Hierarchy, approval chain

Location info

1-way ‘read only’ in ServiceNow

Bi-directionalwrite-back (optional)

Self-service HR service catalogs recognizes user, delivering contextual and relevant content

HR personnel need not log in to core HR system to utilize limited HR profile data

SLAs can be tailored to user profile, location

HR profiles can be leveraged in HR service delivery (with no ability to modify), or optionally, can be edited and written back to Workday

Performance Analytics for HR provides detailed reporting and analytics metrics that help HR optimize and improve quality of service

ServiceNow HRSM and legacy HCM: Better Together


ServiceNow HRSM Transformation Provides Significant Value

Employee Productivity• Access HR portal 24x7• Knowledge base reduces

interactive requests• Process automation –

integration with HRIS• $7.4M HC Savings (Teletech)• ROI 275% / 6 month payback

(global hospitality institution)

Quality of Service• Resource utilization• Request type trending• Service performance metrics• Trend analysis• Reduce SLA from >5 days to

<2days (Campbell Soup)

Employee Experience• Modern, personalized

employee experience• Faster, more accurate

customer response• Visibility to all requests• Onboard in 4 hours rather

than 4 days (Coach)

HR Productivity• Standardized HR request

process• Automated routing• Faster response• Reduced routine, repetitive

tasks from 80% of work to 20% (Teletech)


ServiceNow Has Transformed HR Service Delivery at 300+ Customers

servicenow webinar 10/12: facilitate modern hr services for the federal workforce

Government & Nonprofit