HR Service Delivery

ServiceNow’s Guide to Why HR Delivery Service Can Be Such a Pain (and How to Avoid its Headaches)

Editor’s note: The following article is an excerpt from ServiceNow’s white paper, A Practical Guide to Simplifying HR Service Delivery. You can access the full document here.

We all know how important a strong HR department is for any well-established company; a good HR department ensures strong recruitment efforts, straightforward employee trainings, and quick response times for employee inquiries regarding reimbursements, time-off, or benefits. But what about all of the other responsibilities HR has to juggle? With the responsibility of responding to employee questions, handling cases, and managing other critical HR activities, every minute for an HR team counts.

In ServiceNow’s new whitepaper, A Practical Guide to Simplifying HR Service Delivery, they not only investigate the difficulties of HR Service but outline the Service Management Process and include several tools the platform offers to simplify your HR Delivery.

Applying Service Management Strategies to Human Resources

For those of you who are unfamiliar with Service Management, ServiceNow’s new whitepaper describes it as,

The perfect combination of administrative assistant and project manager. It responds instantly to employee requests, progresses cases, automates repeatable manual processes, and even manages complex cross-departmental activities such as employee onboarding.

Service management doesn’t replace your current HCM system – it integrates with it and complements it, giving you visibility and control of the work you probably do mostly via email today. Service management lets you automate both repetitive and complex manual work, strengthen your business processes, and deliver a vastly better employee experience.

So what are the problems with your current HR Department that Service Management aims to fix? Look at this excerpt from ServiceNow’s new HR whitepaper to learn more about the areas where your HR team may be lagging:

Unstructured Manual Work

HR teams take pride in providing high-touch, high-value services. High touch means they typically rely on personal communications to respond to employee questions, handle cases, and manage other complex HR activities. However, it’s important not to confuse high-touch employee engagement with helping employees find information or complete transactions. For routine administrative services such as these, a manual approach isn’t effective or efficient. Employees just want a fast, successful outcome, but instead, they’re bogged down in complicated, time-consuming processes.  Employee requests pour in, with a single inquiry often arriving through multiple channels – such as emails, calls and employee walk-ins. As a result, HR wastes time sorting out issues manually, rather than focusing on strategic work such as talent management and training. Rather than engaging personally in high-value activities – where high-touch delivers the most benefits – HR is consumed in a constant back-and-forth with employees on mundane tasks.

Lack of Visibility and Accountability

Because HR teams handle routine requests manually, HR leaders struggle to get an accurate view of what everyone is doing. This makes it next to impossible to prioritize and distribute work effectively. There’s no system to monitor and analyze requests, so there’s no easy way to know what is important for employees. This reduces HR’s ability to respond to employees and prevents HR leaders from maximizing the productivity of their team members. Employees also lack visibility. They can’t see the status of their inquiries, making them feel that their requests have disappeared into a black hole. This generates even more frustration, leading to additional rounds of interaction with HR.

High Employee Expectations

Increasingly, employees expect access to HR information and services around the clock. The demand is already overwhelming. More than 75% of managers want to order corporate services online at work, just like they make a restaurant reservation on their mobile device. Employees want to find benefits information, access training, ask for a leave of absence, and get their tuition expenses reimbursed at the touch of a button. This demand will only increase as an influx of millennials brings digital natives with new values, ideas, and expectations into the workplace.

Worried your HR team may be falling behind? Don’t fret, with its Cross-Departmental Workflows, Reports and Dashboards, Case Assignment and Management, and an HR Portal, ServiceNow will have your HR Department running at full speed in no time.

If you’re wondering where to begin, ServiceNow has these three suggestions for the start of your HR Service Management journey.

Employee Onboarding

When a new employee starts, there’s a long list of activities that need to get done. These involve multiple departments – such as HR, IT, facilities and finance – but HR usually takes the lead and needs to ensure success. While your HCM system may handle some aspects of onboarding, service management can handle this entire process for you. Starting with a simple request, it breaks the process down into individual activities and then distributes these to different departments for approval and action. It tracks the status of each activity and reminds people automatically if they’re behind schedule. It can even eliminate some manual processes entirely – for example, it can create email accounts, and even update HR and finance systems automatically.

Employee Self-Service

Think about how easy it is to buy products on Amazon. You can give the same simplicity and level of service to employees using service management – including 24×7 access from their computers and mobile devices. Choose a few services that you know employees use a lot – requesting time off, for example. Then, use your service management system to build a storefront for these requests. This isn’t just a portal – you’ll be able to automate the fulfillment processes behind these requests at the same time. This sounds complicated, but with service management technology it’s very easy. Once you have rolled out a few services, you can start to add more to your service catalog – the sky’s the limit.

Handling Employee Questions

Employees are always asking questions about benefits, policies, payroll and other HR topics. Rather than having them send emails or call you, give them a robust knowledge base where they can get the answers they need. Service management can also take more complicated questions and automatically send them to the right experts. For example, it can route questions about qualifying life events to your experts on that topic. It can even track how long it takes for employees to get a response, so you can spot and resolve delays. You’ll be able to track and analyze these knowledge base searches – so you fill in any documentation gaps, and make it easy for employees to find the most searched topics. You’ll also be able to analyze the questions that employees submit, so you can prioritize and optimize your workload.

Still don’t believe us just yet? That’s ok! ServiceNow includes several customer success stories that will give you real-life examples of companies that have used ServiceNow to transform the way their company runs HR.

Don’t let your HR team get bogged down with mundane requests when they could be working on more important projects like recruiting and training. Help us help you; take a look today and download ServiceNow’s Whitepaper on HR Service Management. We all know how important a good HR Department is, and with ServiceNow’s helpful tools, you can minimize your team’s time spent on simple, time-consuming tasks, and instead have your HR team spend more time on what they do best: helping your employees build the best business they possibly can.

Download the HR Service Management Whitepaper Today!