It is a common goal of enterprises to want to evolve into the highest levels of HR Service Delivery maturity with ServiceNow even if they are currently utilizing email and spreadsheets.
ServiceNow is a feature rich platform with extensive 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; whether it is payroll, benefits, employee relations, etc.
If organizations jump into the implementation without defining them, the potential risks are:
- Categories for your services do not exist and therefore you cannot achieve efficiencies through smart routing of cases.
- Your HR Shared Service Delivery agents do not have the right skills to fulfil requests.
- You cannot capture enough data from a reporting standpoint to either structure your services or measure their success.
You do not need a comprehensive catalog, you need a place to start. With a catalog of HR services, you can accomplish:
- Create centers of excellence that focus on more efficient and effective problem resolution with tighter SLAs and more first call resolution volumes
- Obtain metrics that allow you to report on operational effectiveness, capture trends, and identify areas and types of services that require more transformation.
In summary, you can achieve an instant return on investment by starting with a small catalog. One of the things many organizations do is start by building a massive catalog that encompasses everything possible. However, many of those services may not be utilized.
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 fulfillers is important for requests to be resolved faster and provide consistent delivery to 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 contact HR multiple times to “shop around” until they find a representative who gives them the answer they want? The best way to avoid this and to create consistency, effectiveness and efficiency by creating a Knowledge Base that contains standard operating procedures for each kind of request. This helps new employees as well as they are no longer limited by tribal knowledge that might exist in 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 right away, but it is manageable to start with a small set and build over time.
Plan your change management
The biggest worry that HR professionals have with a new platform is the organizational change that needs to happen. This leads to a complication and debate about self-service portals, user acceptance, training, and more. These debates typically lead to a complex implementation and related budget concerns.
The easiest thing to do is to go live with your ServiceNow HR Case Management within 6 to 8 weeks. Because this is all on the fulfiller, it requires little to no change management.
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 unrealistic implementations is that HR Service Delivery professionals become overwhelmed with how the platform works, and the uncertainty of how it will impact their daily operations. Planning your roll out so there is a small amount of change each time allows HR Service Delivery professionals to focus on their core jobs versus responding to questions about how to operate the new platform.
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 firstname.lastname@example.org.