Evolving with ServiceNow

Digitizing your business with ServiceNow is an iterative and incremental process. As you identify requirements, implement them with ServiceNow, and learn from digitizing portions of your business; your subsequent implementations will get better. You know more about how your business works and you know what can be improved next. ServiceNow is a PaaS (Platform as a Service) and allows for ServiceNow implementation partners to quickly bring software to life and consequently digitize your work. ServiceNow gives partners the tools they need to make efficient and reliable software solutions quickly; this allows for your ServiceNow instance to rapidly evolve and meet your business where it is today.

It’s not uncommon for HR teams to work out of a shared email inbox. This is cumbersome and inefficient, but it solves a business problem. Their employees need an easy way to communicate with HR. This results in different people having to follow up with each other to make sure that each email has been accounted for. This also results in multiple people spending time rereading emails that their colleague is already working on resolving. There’s a much better way to solve this business problem: it starts with implementing ServiceNow HR Service Delivery.

As a first step, HR teams typically want their employees to continue to email HR@somecompany.com as they’ve culturally been trained to do. So we’ll configure ServiceNow in such a way that each incoming email creates a new HR Case in ServiceNow. Each case can be automatically or manually assigned to a specific individual on the HR Team. This lets everyone know who’s working on what and which requests are still in progress. This small step of starting to use HR Case management frees up a lot of time and improves team communication.

ServiceNow also offers a fully configurable Employee Center portal that allows Employees to self-serve or open a pre-formatted and actionable request with HR. A ServiceNow form can dynamically ask employees for specific information based on the details of their request. This allows HR Teams to quickly get started on processing their requests and prevents them from having to follow up with an employee to ask for more information. Having employee request data stored in this pre-formatted way allows executives to report on and make data-driven decisions that improve the effectiveness of their teams.

HR Teams can also maintain and publish a knowledge base that is “understood” and accessible to employees via AI Search. This serves knowledge articles to employees that match their intent rather than flooding them with results based on key words. “I have a problem with my teeth,” is unlikely to find a good knowledge article without AI Search because “teeth” might be the only textual match in an entire knowledge article explaining a company's dental health benefits. On the other hand, AI understands that there is pain in this employee's mouth and serves knowledge articles explaining dental health benefits that are likely to help.

Each one of these features will improve your business. Many of them build upon previous features and incrementally improve your employee’s experience engaging with HR. ServiceNow recently built Now Assist which uses AI to interpret your HR Case data and improve service delivery. Remember that pre-formatted data from earlier? AI kinda loves it. They’re also working on automated AI Agents that might do things like automatically triage and assign cases appropriately or assist an agent in resolving a case effectively.

ServiceNow will continue to evolve and improve over time. Each version learns from the previous and gets smarter, better, and faster. Will your business evolve along with it?

Want to learn more? Visit us at Knowledge 25 (booth #2709) or schedule time with us by reaching out to aloha@theanti.com.

About the Author: Kevin has over 15 years experience in various IT roles and a background in computer science. His purpose is to improve user experiences through technological solutions. After discovering the ServiceNow platform he realized its potential to improve our collective experiences at work.

About The Anti: In 2017, we realized traditional HR technology consulting desperately needed an overhaul. So, we flipped the script on consulting culture.

• We grew a team with expertise in real world HR process design and technology implementation

• We aggregated and refined the best practices we’d already proven elsewhere

• We rejected traditional friction points and changed consulting culture for the better

It caught on, and we have since delivered 350+ ServiceNow HRSD engagements as the only elite ServiceNow Partner committed to the employee experience workflow products. The Anti brings a unique blend of HR Consulting experience, HR Technology backgrounds, and HR Practitioner expertise to every engagement.

Types of engagements and how we can help

We offer a comprehensive range of assistance that encompasses five key types of engagement:

• Implementation Readiness Assessments

• User & Experience Design

• Initial Implementations (Phase 1)

• Follow-on Deployments (Phase 2+)

• Advisory and Managed Services

Our mission is to meet you where you are in your ServiceNow journey to ensure your project is a success. Whether you require help with the initial setup or need guidance on optimizing your deployment, we are here to help every step of the way. With our expertise and commitment to excellence, you can be sure you are in safe hands.

For more information or to schedule a call with our team, drop a note to aloha@theanti.com!