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ServiceNow Implements HR Case Management

ServiceNow® (NYSE: NOW), the enterprise IT cloud company, today announced ServiceNow HR Service Automation, a new application that makes it easier for organizations to automate HR case management. This new application manages the service relationships between HR and employees through an online storefront, similar to the ones they use at home for purchasing personal goods and services. HR Service Automation eliminates the volumes of phone calls and email exchanges it takes for organizations to execute HR service delivery and gives control, insight and productivity back to HR management.

In the typical enterprise, most interactions between employees and the HR department are still based on manual, unstructured, communications - email, telephone calls or personal visits. This masks what are actually simple and repeatable request/fulfill relationships and makes it virtually impossible for HR management to understand the work being done by its staff to support the company and for employees to know the current status of their requests. With information existing only in email or standalone notes, there is no centralized ability to track work, set priorities, build reports or capture knowledge. Often, the only recourse for HR management is to hire more staff to stay ahead of the ever-increasing demand. Without structure and automation, the HR service delivery model becomes increasingly inefficient and error-prone.

“Email was the primary means of requests to HR, and the department was drowning in an increasing number of them,” said Nicole Tate, manager, Application Delivery and Support, MetroPCS. “With ServiceNow, we were able to automate the request/fulfill model for HR and streamline interactions for greatly enhanced productivity and responsiveness. Now, HR can fully understand its workload and manage it far more effectively.”

“Service management processes and workflows are often inefficient or non-existent in most business units such as HR, finance, facilities, legal, etc.,” said Robert Young, research manager, Enterprise System Management, IDC. “In fact, many business units are relying on a cascade of disparate spreadsheets, email trails, and documents to manage customer interactions and the delivery of services. Unstructured processes and ineffective communication tools often lead to operational inefficiencies and human errors which directly impact business productivity.”

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