Internal Support for HRSD

[nknapek]

Hello,

Looking to understand what kind of internal support other companies have for the implementation, maintenance, upgrades, and enhancements of the HRSD platform.

--How many FTE's do you have working on HRSD, and what is your company size?

--What is their role title and level? 

--Where in the overall HR Org does your HRSD support sit?

--How long did your implementation of HRSD take?

--Anything else that could be helpful to consider from an implementation/management perspective?

Thank you!

[Sandeep Rajput]

@nknapek I have been part of a couple of successful HRSD application rollouts and following are my few cents on the questions you asked.

How many FTE's do you have working on HRSD, and what is your company size?

Currently, I am part of a team which has a team size of 50+ people. We are team of Developers, process owners, architects and project sponsor spread across different geo graphics across the globe. Company has presence across 100+ countries and a head count of 500,000 across these countries.

--What is their role title and level? 

Developer, Process Consultants, Architects.

--Where in the overall HR Org does your HRSD support sit?

We have different tiers of HR support L1 and L2 supports are taken care of by HR generalists whereas L3 and L4 are taken care of HR specialists.

--How long did your implementation of HRSD take?

It depends on the scope, we took almost 6 months to rollout HR Case Management and another 6 months to rollout onboarding process via lifecycle events application for one country to begin with. Now the rollouts are quite faster as the team has gained experience over the time and a lot of stuff implemented with the previous roll out are not used to the brim.

--Anything else that could be helpful to consider from an implementation/management perspective?

Initially plan a lot of Workshops with your HR team to align with their expectations and make them aware of the possibilities in ServiceNow. We began by creating small POCs on our sandbox instances and requested the HR Process owners to test them and provide their feedback. This way not only the HR process owners got accustomed to the system but they also brought in valuable insights in form of feedback to improve the existing implementation. This finally resulted in greater acceptability of the solution after the final rollout. 

Also, if you will stick to the OOTB ServiceNow implementation, chances of headaches and surprises would reduce significantly during upgrades. However, if the level of customisation is high then the time and cost required to maintain and upgrade would also be significantly higher.