A large healthcare organization partnered with us to deploy ServiceNow Human Resources Service Delivery (HRSD) to modernize employee services and streamline HR operations. Legacy ticketing systems and manual processes resulted in slow response times, inconsistent employee experiences, and limited visibility into HR service performance. Our goal was to implement a centralized, automated HR service platform that improved employee satisfaction while ensuring compliance with healthcare regulations.
Business Challenge:
1. Fragmented HR service channels across departments and locations 2. Manual case management leading to slow response and resolution times 3. Limited visibility into HR requests, workloads, and SLAs 4. Strict compliance and data privacy requirements in a healthcare environment
Our Approach:
We delivered an end-to-end ServiceNow HRSD deployment aligned with healthcare operational needs: 1. HR Service Design: Defined standardized HR services, workflows, and case categories 2. ServiceNow HRSD Configuration: Implemented Case Management, Employee Service Center, Knowledge Base, and Service Catalog 3. Workflow Automation: Automated HR processes such as onboarding, offboarding, and employee inquiries 4. Integrations: Integrated HRSD with core HR, identity, and notification systems 5. Security & Compliance: Applied role-based access controls and data protection policies
Results
1. Faster HR case resolution through automated workflows 2. Improved employee experience with a centralized self-service portal 3. Better visibility into HR operations and service performance 4. Enhanced compliance with healthcare data and privacy regulations