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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
3 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
What you will learn
DemoPresentation
3
How ServiceNow positions HR Service Delivery
What is in the London release for HR
21
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Current State of HR Service Delivery
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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
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AlumniOff BoardingNew ChildOnboarding
The Employee Journey: Moments That Matter
Pre-Hire PerformanceReview
Learning Relocation
PayrollIssue
Leave ofAbsence
Promotion
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ITSecurity Facilities
Legal
HR
Finance
Multi-departmental View of Employee Experience
Enterprise Service Delivery
8 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. | #Know18
HR Service Delivery Applications
Case & Knowledge Management
Employee Service Center
Enterprise Onboarding &
Transitions
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Trends Shaping the Future of HR Service Delivery
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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?
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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
Why is this a trend?
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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
Why is this a trend?
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Highlights from London
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CULTURALEmployee
experience
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Employee Service Center UsabilityEmployee
experience
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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
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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?
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Efficiency and effectiveness
ORGANISATIONAL
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Virtual AgentCase and Knowledge Management
Employee Service Center
Case and Knowledge Management
Employee Service Center
Efficiency & effectiveness
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Case Creation & Machine LearningCase and Knowledge Management
Case and Knowledge Management
Efficiency & effectiveness
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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.
Efficiency & effectiveness
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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
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Capture and store documents
Employee file
Automatically move
documents on cases/tasks
Upload scanned documents
Manually move one off
documents on cases/tasks
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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
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Modern platform
TECHNOLOGICAL
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Accurate & Sterling Talent SolutionsHR Integration Plugin
Case and Knowledge Management
Modern platform
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Knowledge BlocksCase and Knowledge Management
Case and Knowledge Management
Modern platform
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Improved employee experience
MaryLocation: OhioTitle: Associate, HR Shared Services
JessicaLocation: San DiegoTitle: Senior Manager, Product Marketing
SamirLocation: UKTitle: Software Engineer II
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Demo
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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.
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