ServiceNow Webinar 10/12: Facilitate Modern HR Services for the Federal Workforce
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The document discusses how ServiceNow can help organizations transform their human resources and personnel service delivery through automation. It notes that legacy HR solutions often lack efficient case management, usability, flexibility, mobile access, reporting, and integration. ServiceNow provides a single system of engagement that can automate HR processes like onboarding, offboarding, recruiting, and more. It depicts how ServiceNow can serve as both a system of record for basic HR data and a system of engagement for employee self-service and case management while integrating with core HR systems. The presentation cites examples of organizations that have improved employee and HR productivity, quality of service, and the employee experience through implementing ServiceNow HR service management.
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ServiceNow Webinar 10/12: Facilitate Modern HR Services for the Federal Workforce
- 1. © 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
- 2. © 2016 ServiceNow All Rights Reserved 2Confidential Discussion Points Why 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
- 3. © 2016 ServiceNow All Rights Reserved 3Confidential 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…
- 4. © 2016 ServiceNow All Rights Reserved 4Confidential 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
- 5. © 2016 ServiceNow All Rights Reserved 5Confidential HR Service Automation in ServiceNow Portfolio Mobile Resource Mgt Security Patch Mgt Discovery IT Cost Asset Event Mgt Collaboration Planning Governance Vendor Support Reporting Deploy SDLC CMDB Business 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 Professional Creators SDLC App Creator OPERATIONS MANAGEMENT Cloud ProvisioningOrchestrationDiscovery Config Automation Service CreatorEvent Field Services 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
- 6. © 2016 ServiceNow All Rights Reserved 6Confidential SYSTEM OF RECORD Sales System of Record Supply Chain Management (SCM) HR System of Record Human Capital Mgt (HCM) Facilities System of Record Facilities Asset Mgt Finance System of Record Financial Mgt IT Single System of Record ServiceNow 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 Management for the enterprise SERVICE DOMAINSERVICE DOMAIN
- 7. © 2016 ServiceNow All Rights Reserved 7Confidential 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
- 8. © 2016 ServiceNow All Rights Reserved 8Confidential Where Does ServiceNow HR Service Management Fit? • Admin • Payroll Core 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
- 9. © 2016 ServiceNow All Rights Reserved 9Confidential 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-directional write-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
- 10. © 2016 ServiceNow All Rights Reserved 10Confidential 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)
- 11. © 2016 ServiceNow All Rights Reserved 11Confidential ServiceNow Has Transformed HR Service Delivery at 300+ Customers
- 12. © 2016 ServiceNow All Rights Reserved 12Confidential 12© 2016 ServiceNow All Rights ReservedConfidential 12© 2016 ServiceNow All Rights ReservedConfidential Demo
Notes de l'éditeur
- Discussion Points There four main topics we'd like to discuss and explore today: 1. Introduce you to ServiceNow, including the company, solutions and capabilities 2. Provide context about why and how the largest enterprises across all industries are investing in ServiceNow 3. Explore opportunities to modernize and transform your IT organization and the enterprise 4. ServiceNow demonstration and next steps <Transition to Next Slide> Let’s start off by providing an introduction and update on ServiceNow’s business
- As an example, the Navy has dozens of stove-piped applications for Manpower and Personnel management all with different Uis and all with varring degrees of usability.
- HRSA as part of SN portfolio applicable across enterprise, differentiators called out, how we beat point solutions Key HRSA features: Employee Self Service Portal Automated Case Assignment Notifications Reporting Engine
- This application utilizes the same data model and code base. Because it is built on the same platform, everything is stored together creating a single system of record for IT – and a single system of engagement for the enterprise. In addition, a common workflow engine is leveraged across the applications to bring together people processes and automated processes. This allows work to flow seamlessly across all domain areas within an enterprise – automating tasks, consumerizing the service experience, and helping people work better and smarter. <Transition to Next Slide> HR is another very good place to start enterprise service management, to begin to bring these techniques out of IT.
- The ServiceNow platform is based on one data model and code base. All metrics, tasks, services, CIs and assets, people, locations and information are stored together creating a single system of record and a single system on engagement for IT. In addition, a common workflow engine is leveraged across all ServiceNow applications. Consolidation on the ServiceNow platform drives immediate simplification of the way services are being delivered: elimination of redundant tools, and reduced cost of service delivery. Once on the SN platform upgrades become much easier, so you can always be on latest releases and benefit all the cool capabilities. In fact >90% of our customers are on the latest two releases.