ServiceNow HRSD + HCM Better together -- Part 1

[Gaurav Bajaj]

There is always this conversation that comes up from customers when I plan to introduce HRSD to manage their HR functions and service delivery.

“We already have Workday or SuccessFactors. Why would we need ServiceNow HR Service Delivery?”

It’s a fair question. After all, your HCM (Human Capital Management) system is already managing your employee data, payroll, and core HR processes. So why add another layer?

The short answer is: ServiceNow HRSD doesn’t replace your HCM or ERP. It makes them better.

HCM and ERP are Great at What They Do… But

HCM or ERP systems excel at managing essential HR transactions—such as payroll, benefits, time and attendance, recruitment, and performance. They serve as your record-keeping system, guaranteeing precise employee information and smooth HR operations.

However, there is a challenge. What occurs when an employee requires assistance? Perhaps they have a question regarding payroll, wish to learn how to apply for parental leave, or need help with a policy. They are not inclined to navigate through intricate menus in Workday. They may be uncertain about which team addresses their inquiry. Often, they simply seek a quick and straightforward answer without the need to access multiple tools

That’s where ServiceNow HRSD comes in picture.

So, What Does HRSD Actually Do?

ServiceNow HR Service Delivery emphasizes the employee experience by providing a unified service portal and omnichannel support. It offers employees a centralized location for HR-related assistance—through a employee centric portal, a chatbot, mobile application and other channels.

Require assistance with onboarding? HRSD can coordinate tasks across IT, Facilities, and HR, ensuring that everything is prepared for your first day. Have a question regarding payroll? HRSD can present a knowledge article that clarifies the issue or generate a case for an HR representative to assist you. Rather than navigating through multiple back-end systems, employees encounter a single, user-friendly interface. In the background, HRSD integrates with your HCM or ERP system to accomplish the necessary tasks.

How They Work Together

Let’s look at a real-world scenario.

Imagine a new hire is joining your organization. Workday handles the official employment record, generates the offer letter, and manages payroll details. But onboarding isn’t just an HR task—it involves IT for laptop provisioning, Facilities for seating arrangements, and Learning & Development for orientation sessions.

This is where ServiceNow HRSD shines. It orchestrates the entire onboarding journey, pulling in tasks from multiple departments, sending timely reminders, and keeping the new hire informed. All those moving parts are seamlessly coordinated in one workflow.

Another example? An employee wants to transfer to another role. The transfer might trigger position changes in Workday or SuccessFactors, but ServiceNow manages the lifecycle event—making sure access is updated, new equipment is provisioned, and the employee’s transition is smooth.

Continued in second post here.