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HR Service Delivery

Give your employees an optimal employee experience when they consume HR services. Use the ServiceNow platform to facilitate the interaction between employees and HR. Make clear which questions and requests can be submitted to HR and streamline fulfillment (Straight Through Processing), including processes outside HR.

Employees have become customers

The last few years, the world of HR has changed considerably. Because of digitization, the need to respond quickly and adequately to employee needs has grown substantially. An employee, nowadays, expects to be treated as an individual. They want unique career counseling, tailored coaching and personalized training budgets. Your employees aren’t afraid to ask questions and takes the initiative.

Offering this personalized attention cannot lead to an increase of HR costs. There is a lot of pressure to provide employee services – also called HR Service Delivery – in a smarter and automated manner. The employees must be enabled to help themselves, so scarce HR specialists can focus on more valuable tasks.

Improving the employee experience and optimizing HR Service Delivery processes can be a challenge.  Especially for organizations that still work with old (HR-ERP) systems. These outdated systems are often not linked, don’t offer the possibilities to support processes flexibly and their user-friendliness isn’t what it should be.

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Jim Austin
Managing Director Americas
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Frustrated employees

Our goal is to offer employees a pleasant experience when interacting with HR. Too often, employees don’t know which HR systems to use to get something done. In some cases, it’s also not clear whether HR is the right place to arrange certain matters. On-boarding is a great example of a cross organizational process, wherein creating a user account, arranging a workplace and an access pass is performed by multiple departments. The lack of a clear communications channel leads to a situation where most of the communication with HR is done via mail and phone. However, this makes it difficult for an employee to gain insight into the status of a request, resulting in even more emails and phone calls to check on status. Even the HR manager has no insight into the work of their department, making it difficult to improve the processes. This should change.

Changing needs call for a HR management system

We believe ServiceNow offers the best solution to tackle any challenges in the field of HR Service Delivery. The platform acts as a one-stop-shop for all HR related matters. We call this a ‘Single System of Engagement’.  All HR related questions and requests are followed up by the right HR specialist, enabling efficient and effective processing. Many HR processes require coordinated handling, involving employees from several departments (HR, Facility Management, IT, Finance). The combination of a user-friendly portal, flexible workflows, integration capabilities with underlying ERP systems and a powerful reporting functionality, makes ServiceNow the ideal platform to streamline and manage communication between HR and its employees.

The benefits

  • Overview and insight – less time is spent on administration and reporting
  • Identify bottlenecks through process monitoring – leading to improvements
  • Free up your HR specialists – more time for valuable activities and strategic HR tasks
  • Improve customer journey – leading to a higher employee satisfaction
  • Self-service makes HR services accessible 24/7
  • Consolidate cross-organizational processes and align seperate departments
  • Improve request intake – prevents mistakes and eliminates unnecessary actions (Straight Through Processing)

Plat4mation for HR

When you decide to implement ServiceNow to support HR Service Delivery, we will guide you to achieve your goals and ensure you use the full potential of the platform. We understand the challenges of HR and the impact of switching to innovative technology. We offer advice, guidance and training addressed to meet HR challenges. Our implementation approach ensures a quick implementation of HR Service Delivery processes (especially HR case Management). Our extensive knowledge and experience in on-boarding, relocation and off-boarding processes ensures the configuration is developed quickly, aligned with your own policies and procedures. During the implementation, we also pay attention to setting up powerful reports and dashboards. So, processes can be controlled, improved and managed.

Advice and implementation

Our experience and knowledge in the field of HR Service Delivery go beyond the technical implementation of the ServiceNow platform. We understand the challenges HR departments face and take this fully into account. Because of our extensive experience and our team versatility, we are able to implement solutions quickly, but at the same time we also contribute and advise on a strategic level to ensure you journey leads to the expected results.

Optimal user experience

We build the employee experience using the ServiceNow HR Service Portal that is accessible through several devices (laptop, tablet, mobile). We adapt the appearance/styling of the Service Portal to align to other internal applications (such as the HR intranet). This creates a seemingly Unified Customer Experience, which increases familiarity, user friendliness and thereby employee satisfaction. Our expertise on Service Portal development enables us to rapidly design, build and test your portal, without sacrificing on quality.

When using the HR Service Portal, your employees are guided in finding answers to their questions and submitting requests. The intelligent forms ensure all relevant information is filled by the requester, so HR employees don’t need to contact the requester for additional information to handle a particular request. This reduces waste and positively impacts employee satisfaction.

Integrate and automate

ServiceNow doesn’t replace other core HR-ERP systems like Peoplesoft, Workday and Sap HCM but acts as a system of engagement. It enables employees to easily interact and submit questions and requests to HR. But changes in ServiceNow have to be reflected in your core HR-ERP systems too. We have  built multiple integrations with many other (HR) systems and bundled those in an application: Connector4U. Next to integrations, we have extensive experience in automating HR operations processes like onboarding, relocation and offboarding. These include creating (AD) user accounts and email addresses, assigning users to (AD) groups, granting rights and more. In these cases, we use ServiceNow’s Orchestration module. We build integrations with all surrounding systems, so manual and (double) administrative work is prevented.


Organizations choose ServiceNow to support HR Service Delivery for a reason; besides the powerful HR Service Delivery functionality, ServiceNow stands out as a very secure system where sensitive HR data can be stored. ServiceNow complies with the highest requirements and standards for cloud storage.

Want to know more about optimizing HR Service Delivery with ServiceNow?

Contact person

Jim Austin
Managing Director Americas