HR Service Delivery · 2018-10-08 · Consumerisethe Employee Service Experience Talent Mgt. Benefits Payroll Security Expenses Travel Recruiting Facilities Stock Plans Core HR IT

What’s new: London releaseHR Service Delivery

Rob MartoncikSr. Product Manager, HR

ServiceNow

2 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18

Speaker introduction

Experience/Expertise: 2 years at ServiceNow, 15 years in the Service DeliveryExpertise/Achievements: HR Service Delivery, HR Shared Services, Value RealizationCurrent Projects: Customer Value Realization, Customer Adoption, Fostering HR community, HR Roadmap

Name: Rob MartoncikTitle: Sr. Product Manager, HRFunction: Outbound Product ManagementCompany: ServiceNow


What you will learn

DemoPresentation

3

How ServiceNow positions HR Service Delivery

What is in the London release for HR

21


Current State of HR Service Delivery


Consumerise the Employee Service Experience

Talent Mgt.

Benefits

Payroll

Security ExpensesTravel

RecruitingFacilities

Stock Plans

Core HR

IT

Employee Relations

Relocation

MobilitySupport

HR Service Delivery

• Access relevant and personalised information

• Guided to the right systems and departments

• Get high-touch help when needed


AlumniOff BoardingNew ChildOnboarding

The Employee Journey: Moments That Matter

Pre-Hire PerformanceReview

Learning Relocation

PayrollIssue

Leave ofAbsence

Promotion


ITSecurity Facilities

Legal

HR

Finance

Multi-departmental View of Employee Experience

Enterprise Service Delivery


HR Service Delivery Applications

Case & Knowledge Management

Employee Service Center

Enterprise Onboarding &

Transitions


Trends Shaping the Future of HR Service Delivery


E m p l o y e e E x p e r i e n c e

CULTURAL

Employee experience is top of mind for CEOs and CHROs

• Talent drives digital business model disruption and growth

• Employee expectations of consumer-like experiences at work

• Engaged employees means higher productivity and happy customers

Why is this a trend?


Re-energised drive for HR efficiency & effectiveness

• Business needs can rapidly evolve, needing talent alignment

• HR bandwidth and skills must expand and evolve to support

• Need for centralising and automating transactional work to free HR

E f f i c i e n c y & E f f e c t i v e n e s s

ORGANIZAT IONAL



Increased demand for modern cloud based agile platforms

• Configuration for employee experience and HR efficiency & effectiveness

• Support for emerging and whitespace processes

• Need for analytical decision making

M o d e r n P l a t f o r m

TECHNOLOGICAL



Highlights from London


CULTURALEmployee

experience


Employee Service Center UsabilityEmployee

experience


Employee experience

Targeted Content Delivery and Automation

Service Portal Content Widgets and Email Content• Existing Widgets (Banners, Links, Events, Videos, etc.)

• No longer requires the HR Portal (Employee Service Center)

• Can configure on any portal

Targeted, Scheduled Communications• Leverages existing content and widgets (from CD)

• Schedule communication by fixed date, dynamic data, more

• Satisfies wide-spectrum of use-cases to employees

Content automation(aka, “Campaigns”)

Content delivery


Communications sent to all, only relevant to some

Sent via e-mail, lost in the shuffle (or spam folder)

Don’t know who saw or clicked

Seen by right people, based on relevant criteria

Sent via content most appropriate for the situation

Engagement tracked, insights gleaned

Today Tomorrow

Why do we need this?


Efficiency and effectiveness

ORGANISATIONAL


Virtual AgentCase and Knowledge Management


Case and Knowledge Management


Efficiency & effectiveness


Case Creation & Machine LearningCase and Knowledge Management




Employee Document Management

21©2017ServiceNowAllRightsReserved Confidential

Physicalemployeefilecabinetsareathingofthepast.Documentmanagementenablespaperless,360degreeviewofemployeesfromhiretoretire.

EmployeeDocumentManagement

Physical employee file cabinets are a thing of the past. Document management enables paperless, 360 degree view of employees from hire to retire.



Document lifecycle

Leave request form submitted by employeeon case

Form moved from case to employee file

Form used to process leave request

Form shared with payroll for pay discrepancy

Form deleted 7 years after employment end date

Capture Store Use Share Dispose


Capture and store documents

Employee file

Automatically move

documents on cases/tasks

Upload scanned documents

Manually move one off

documents on cases/tasks


Document metadata

Document TypeBenefits Enrollment, Compensation, Relocation, Immigration, Employee

Relations, Occupational Health

Configure who in HR can access this document. Configure if employee and employee’s manager can access this document?

Suspend retention schedule and protect content from deletion with legal holds on users and document types

Set a retention period on the document?

Capture Case Number, HR Service, Uploaded On, Uploaded By, and other metadata

Access

Legal Hold

Retention

Additional Metadata


Modern platform

TECHNOLOGICAL


Accurate & Sterling Talent SolutionsHR Integration Plugin


Modern platform


Knowledge BlocksCase and Knowledge Management


Modern platform


Improved employee experience

MaryLocation: OhioTitle: Associate, HR Shared Services

JessicaLocation: San DiegoTitle: Senior Manager, Product Marketing

SamirLocation: UKTitle: Software Engineer II


Demo


Top takeaways

ServiceNow continues to innovate in HR Service Delivery.

1

Employee experience is the key focus of the

London release.

2

Three mega-trends are defining the future of HR

Service Delivery.

3

36 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.

Documents

HR Service Delivery · 2018-10-08 · Consumerisethe Employee Service Experience Talent Mgt. Benefits Payroll Security Expenses Travel Recruiting Facilities Stock Plans Core HR IT