I think I'm an ITSM (IT service management) sort of guy so I find it strange when I feel compelled to write something about other corporate service providers.
I know I've done it before, with HR in particular, on subjects such as:
- Enterprise Service Management
- The Consumerization of HR
- The future of the IT service desk
- Customer HR success stories
But completing a submission for The ITSM Review's Outside IT group test report has really opened my eyes as to how our customers are supporting HR operations and the HR service experience. And it's not just through the ServiceNow HR Service Automation application.
Our customers do some innovative things …
… And they aren't just in the IT domain.
They create custom apps that cover HR, facilities, legal, customer services, sales, marketing, project management, finance, procurement, supply chain management, engineering, product development, field service management, asset management, security, GRC (governance, risk, and compliance), and … livestock management.
You can take a quick tour of some of the custom app use cases by visiting the ServiceNow App Showcase.
So what about HR?
It's a long list and I've made it shorter by pruning out the duplication of use cases, especially for the first example:
- An HR portal and case management app is used by multiple customers — see https://appcentral2.service-now.com/app_showcase.do and choose HR — to streamline HR service delivery by offering a self-service catalog to users and request and fulfill process automation.
- A contractor management app is used by a healthcare services company for onboarding and managing their contractor employees.
- An employee change processes app is used by a web meetings company to handle employee transfers between departments, promotions, and changes in physical locations.
- An employee onboarding app is used by Brit Insurance to manage all employee onboarding and termination tasks in a measurable, transparent, and repeatable way.
- An employee safety and environmental health app is used by Key Energy Services to automate tasks, assignments, notifications, and reporting of environmental health and employee safety incidents.
- An HR case and knowledge management app is used by a business process outsourcing company to streamline HR service delivery by offering a self-service catalog to users and request and fulfill process automation.
- An HR case management app was created by Fruition Partners for Coach to automate its HR service desk, and build out its HR service requests, as well as integrate into its HR system of record and current HR portal.
- An HR employee and contractor management app is used by an asset management company to manage the on-boarding, internal transfer, and off-boarding of employees and contractors, including work requests for various IT teams to fulfill.
- An HR policy tracking app was created to track the acceptance of HR policies that are sent to new hires as they enter the firm. Emails and reminders are sent to new hires until policies are accepted from a self-service form.
- An interviews app was created by ServiceNow to track the entire process of interviewing candidates. The app helps in tracking all information about candidates, from candidate details to performance in various rounds, including feedback and questions asked by each interviewer. Roles and access can be restricted to the people who are involved in the hiring process, so as to ensure the confidentiality of the information.
- A PeopleSoft case management app is used by a multinational insurance company as a consumerized front-end to their existing PeopleSoft HR management system.
- A learning management app was created for users to be graded by an examination of selected questions.
- A learning management administration app is used by Eli Lilly and Company to enable learning and development administrators to seek approvals from management or business unit leaders prior to making changes in the learning management system for courses, curricula, assignment profiles, learning catalog, and so on.
- A certificate tracking app was created to help IT infrastructure and IT security teams track certificates, their compliance, and life cycle, with automatic compliance detection and 30, 15, and 1 day warning emails as certificates are about to expire.
These and more are include in the Custom App Showcase.
And it's all service management and service delivery …
… Enterprise Service Management if you like.
The importance of service management and service experience throughout the enterprise ran through the core of Knowledge14 — you can get access to the keynotes here. And I personally think that we (as in all of us) will look to the opportunities afforded by extending ITSM to other corporate service providers more and more as 2014 progresses and 2015 appears.
An ITSM sort of guy? I guess I'm more of an enterprise service management sort of guy than I knew.
Image source: https://www.flickr.com/photos/wwworks/
