3 Simple Steps To Implement ServiceNow HR Service Delivery

Posted by Vishal Raghavan under HR on March 07, 2018

Enterprises want to evolve into the highest levels of HR Service Delivery maturity with ServiceNow even if they are currently only at the email and spreadsheet phase. 

ServiceNow is a very feature rich platform, with tons of capabilities that we believe can truly digitally transform your HR Service Delivery. However, it cannot be achieved in one single leap. It takes 3 simple steps.

First, define and document HR Services

When it comes to Service Delivery, it is important to define the services you are targeting – payroll, benefits, employee relations, etc.

When organizations jump into the implementation without defining these, the issues you run into, are:

  1. Categories for your services do not exist and therefore you cannot achieve efficiencies through smart routing of cases
  2. Your HR Shared Service Delivery agents do not have the right skills to fulfil requests
  3. You cannot capture enough data from a reporting standpoint to either structure your services or measure their success.

You do not need a catalog that is comprehensive. You need a place to start. With a catalog of HR services, you can accomplish:

  1. Instead of a generic help desk, you can create centers of excellence that focus on more efficient and effective problem resolution with tighter SLAs and more first call resolution volumes
  2. Start to get metrics that allow you to report on operational effectiveness, capture trends, and identify areas and types of services that require more transformation.

In summary, take a quick win. Start with a small catalog. One of the things organizations do is to start building a massive catalog that encompasses everything possible. However, many of those services may not even be used much.

Starting small allows you to start collecting the metrics and over time, you will start to notice the services that are most frequently requested and start to add services that are truly meaningful and move the needle in a significant way.

Build An Agent Facing Knowledge Base

Building a strong knowledge base for the fulfillers is important for them to be able to resolve requests faster and to provide a more consistent delivery to your end users. This is often overlooked. Often a knowledge base is created, but lacks the content, and no path is provided to the fulfillers to add content to the knowledge articles.

How many times have you had employees directly contact a HR Service Delivery professional that they “know to be good” or to “shop around” until they find a HR professional that gives them the answer they want.

The best way to avoid this and to create consistency, effectiveness and efficiency is to create the Knowledge Base that contain FAQs, standard operating procedures or processes to fulfil each kind of request. This helps a lot with new employees as well and are no longer limited by tribal knowledge that might exist in certain silos in the department.

This ties in well with our first recommendation, to start with a small catalog of services. It is impossible to build out a robust knowledge base for hundreds of types of cases but very manageable to start with a small set and build over time.

We have noticed a number of HR organizations want their entire set of 4000 articles (being facetious) written on day 1, yet the smartest thing to do is start small, build fast and evolve rapidly.

Plan Your Change Management

The biggest worry that HR professionals have with a new platform is the organization change management that needs to happen. This leads to a lot of complication and debate about self-service portals, user acceptance, training etc – leading to a complex implementation and related budgeting concerns.

The easiest thing to do is to go live with your ServiceNow HR Case Management within 6-8 weeks, this is all on the fulfiller end and requires little to no change management.

When it comes to automated email communications going out of the tool, you can keep the content generic and simple and to mask anything that makes it appear “new”. There is no need to make it robotic.

Introducing functionality in small doses with accompanying change management allows you to digitally transform your HR Service Delivery without the end users noticing much of an impact on how they approach HR. In other words, this allows end users to think that “HR professionals have become easier to do business with” but they don’t necessarily know why.

One of the biggest challenges with “big bang” implementations is that the HR Service Delivery professionals become overwhelmed with questions about the platform and how to use it, something they themselves are uncomfortable with since it’s new to them also.

Planning out your roll out so that there is a small amount of change each time allows HR Service Delivery professionals to focus on their core jobs vs. responding to questions about the new platform and the “how-to”.

In summary, start small, build out the agents’ knowledge first; and consume change in convenient quantities. For more information about our approach and how we can help you be more successful with your ServiceNow HR implementation, please contact us at info@integrhythm.com