ServiceNow HRMS can meet the requirements of virtually any HR group. The ServiceNow HR portal holds everything together and allows you to drag-and-drop widgets, configure and move them around per your needs. It helps in user adoption and most importantly, liberates you from email as a primary mechanism for handling HR requests.

The Challenges With Email

The typical challenges associated with using email as a primary mechanism are:

  1. Very little accountability
  2. No SLAs can be applied
  3. No clue on when you are going to back to the users on their queries
  4. Highly insecure
  5. Inability to track topics that tend to get lost in back-and-forth communication

How ServiceNow HRMS Platform Transforms HR

The ServiceNow HRMS platform comes prebuilt with a number of features that include benefits, HR systems, Payroll, Employee Data Management, Employee relations and General Inquiries – just about everything that you could think of.

You would most likely look at automating processes that the HR group handles, address task management needs, and do a setup that is easy to use and customized per the needs of users and their roles with the required security and access control features while implementing the HR module of ServiceNow.

What Are The Good Practices To Follow?

When you implement ServiceNow HRMS, these are some of the good practices that every organization should follow to gain maximum benefits out of it and improve user adoption.

Service catalog items vs. HRMS

Figure out your needs for the ServiceNow HRMS system. If all you really want to do is just on-boarding and off-boarding particularly within IT, then you really don’t need the HR module of ServiceNow. You can still tie different groups together and insert the tasks without bringing in the HR module. If this is all that is needed, you should definitely look at the service catalog and save on the licensing costs of the HR module

Minimize integrations and automations where possible to begin with

The level of efforts to implement ServiceNow HRMS can go up exponentially if you give into integrating HR systems for which ServiceNow already does not have prebuilt integrations.

Also, identify areas where you have zero automation and bring in some automation. Pareto principle works really well, where you automate 80% of the tasks with low efforts and do not automate the remaining 20% that requires high efforts as the gains from it don’t match the efforts.

Design for scalability and include variances like geography and employee types

Often we are focused on what we are trying to accomplish for our group at our location and in this process, we forego design for scalability. We have to make sure that we consider the design for scalability with all the variances. For instance, you may not want your contact staff to have access to benefits documents. Is that a part of your design? If not, then it would create a lot of issues later on and it is better to have a long-term view while designing the implementation.

Ensure role-based provisioning

This is a very tough task to define roles. However, if you are able to get those roles in place, you are going to see a lot of gains from that effort. Look at this instance, when I hire an account manager, my HRMS system would be able to pull out the technology that they need, the access that they need, and the perks that they get and so on and so forth. This helps automate most things in your HR module.

Implement Service level targets

You can define targets such as: high priority cases would be resolved within 24 hours or one business day and low priority cases would be resolved within one calendar week and so on. The most important part of defining these targets is to communicate them with your customers as well.

Once it is communicated, depending on the queries that they raised, they automatically will wait for the given target time frame for the query to be resolved. This reduces the amount of time the HR group spends in keeping the users updated on the status of their queries.

Identify key metrics to monitor

ServiceNow has a whole bunch of metrics tracking in the HR module. However, you have to be clear about what metrics are going to be important for you and make sure that you design the system in a way that those metrics could be easily accessed and reported on.

Continuous improvement as a part of the implementation practice

A project of this nature is never finished. There always will be areas where you can continuously improve and there always will be feedback coming from your customers as to what they are able to do well and what can be done better. If your system looks the same for more than 3 months from the date of initial implementation, then understand that you can make improvements to it. Continuous improvement as a part of the service management is a given when it comes to ServiceNow HRMS, for it optimizes the system and increases the gains and user satisfaction.

Customer Satisfaction (CSAT) surveys as a part of continuous improvement

The goal should be to achieve a CSAT rating of 10 and it is one of the key metrics to use to measure the success of the implementation. The easiest way to do that is through surveys and ServiceNow has a great survey system that allows you to decide if you are doing a good job of it.


About the Author

Vasudevan, Chief Consultant at Cognix Inc. Vasu is an Technology Enthusiast and has been working almost 20 years in serving clients by delivering utmost quality products and services on Enterprise Digital Transformation.