3
HR Service Delivery
FOR
SDR DUMMIES
Ben Bandurraga
Kevin Reeves
Gabriel Custodio
Giuseppe Castanos
Overview
ServiceNows' HR Service Delivery solutions are a cloud based platform that helps streamline the organizations entire HR process. With HRSD, you can manage employee records, benefits, performance and development all in one place. The platform also includes tools for recruiting, onboarding, and succession planning, making it easier to attract, retrain and develope talent.
Chapter 1: HRSD Overview
Key Benefits
Key Benefits
- Integration with other systems such as payroll and time tracking, allowing you to have a single source of data for everything HR
- Boost productivity and operational efficiency with a unified employee experience platform
- Easily scale service delivery solutions across IT, HR, CSM, Legal and more
- Create workflows that help employees navigate complex career jourenys in moments that matter
- Empower managers to personalize emplyee journeys with AI powered recommendations
Capabilities
Chapter 2: HRSD Features
1. Issue Auto Resolution
2. Employee Center
3. Employee Journey Management
4. Enterprise Onboarding and Transitioning
5. Case Knowledge Management
6. Now Mobile
7. HR Agent Workplace
8. Virtual Agent
9. Universal Request
10. Performance Analytics
11. Preditice Analytics
12. Emplyee Document Management
13. Employee Relations
14. Alumni Service Center
15. Process Optimization
Buyer Personas and Discovery Questions
Chapter 3: Buyer Personas and Discovery Questions
Buyer Personas
Buying Personas
Jennifer Deborah
Tom Benedict
Jack William
Vice President of Human Resources
Chief Human Resources Officer
Director of Human Resources
Experience: 15- 20 years
Experience: 9 - 12 years
Experience: 5 - 7 years
Role: Responsible for overall strategic direction of the HR department and for aligning the HR function with the broader goals of the organization.
Role: Oversees day to day operations for one or more areas of the HR department, such as employee relations, compensation, or recruitment.
Role: Manages a specific function in HR or leads a team of professionals. Also serves as an advocate for the org’s employees, working to understand and address their needs and concerns
Pains: -Remote & Hybrid Culture
-Employee Wellness
Pains: -Workplace Vision
-Retainment
Pains: -Talent Acquisition & Development
-Diversity, Equity & Inclusion
Discovery Question
Discovery Questions
- How are you currently driving efficiencies around complex journeys like onboarding, transfers and offboarding with your current tools and processes?
- Can employees get automated multi-department support through an employee center or virtual agent in the tools they use every day like a zebra device, desktop, or personal phone?
- How do you standardize and visualize the HR agent workspace to ensure all cases are being fulfilled, resolved, and documented?
- How much time would you say your organization spends responding to routine employee inquiries?
HRSD Competitors
Chapter 4: Competitors
ADP: Both offer comprehensive suites of HR solutions, including onboarding and offboarding. ServiceNow is more focused on automation and streamlining of HR processes and offers the Now Platform. ADP's solutions are more focused on stand-alone functionality.
Workday: Both are solutions for onboarding and offboarding. ServiceNow is more flexible and allows more customization with more robust analytics and reporting capabilities.
SAP SuccessFactors: Both offer integrated suites of HR tools and solutions, including onboarding and offboarding. ServiceNow is more focused on process automation and streamlining, while SAP SuccessFactors focuses on integrated talent management, workforce analytics and planning.
iCIMS: Both offer recruitment and onboarding solutions. ServiceNow provides a broader range of solutions that cover the employee life cycle, from onboarding to offboarding plus the Now Platform.
BambooHR: Both ServiceNow and BambooHR include tools for onboarding and offboarding. ServiceNow is more comprehensive and provides more automation, workflows, analytics and reporting features + the Now Platform.
How ServiceNow stands out
1. The ability to integrate with other systems and services within an organization (Now Platform).
2. A modern, intuitive interface that is easy to navigate.
3. A robust set of reporting and analytics tools that allow HR teams to easily track and analyze key metrics.
4. A wide range of service catalogs and a variety of pre-built workflows and integrations that allow organizations to quickly implement and configure the platform to meet their specific needs.