by Stephen Mann - 2013-12-10
Human Resources (HR), like the enterprise IT organization, is a
corporate service provider – it fields service requests ranging from
simple benefits and payroll questions to on-boarding and off-boarding
employees or handling complaints. But while service relationships are
well defined and automated within the IT organization – thanks to IT
best practice frameworks and fit-for-purpose IT management products –
service relationships in HR are often completely unstructured and
HR's traditional IT systems, while facilitating many data management-driven HR activities, typically do not enable and manage these service-based, people interactions, or are too complex to set up and maintain to be truly effective in a dynamic HR environment. As a result, there is an unhealthy reliance on siloed email correspondence, other personal productivity applications, and manual activities when fulfilling HR service relationships. Combine this inefficiency with a lack of auditability, tracking, and real-time reporting, and it becomes difficult to understand, measure, or report back on HR performance and its impact on the business.
The IT organization can help
Thankfully, savvy IT leaders have seen this as an opportunity to
help their peers in the HR department replace inefficient email-based
service request and fulfill processes with proven IT service models.
IT can help transform HR service provisioning and management
capabilities by leveraging their own service relationship ecosystem,
experience, and service automation capabilities. Extending IT service
models into HR finally gives HR the ability to meet employee
expectations of HR support and customer service with more efficient HR
operations. A secondary benefit is improving business perceptions of
the IT organization and its strategic worth.
Recognize HR's service relationships
Service relationships exist throughout the enterprise – between
IT and lines of business, HR and sales, legal, marketing, facilities,
operations, and even between internal and external service providers.
They connect requesters of a service and the providers of those
services. These services include a defined request for a product, a
service, information, a change, or assistance with an issue. These
service relationships not only need to be managed, they should be
facilitated by automation wherever possible.
Many IT organizations already manage service relationships,
albeit with different levels of maturity, through best practice IT
processes and service automation tools. So why shouldn't the HR
organization be leveraging this experience and the same service
automation capability? To illustrate this, using a number of common IT
service relationships as an example (see Figure 1), a similar set of
service relationship scenarios can be shown for HR (see Figure
Figure 1: IT Service Relationships
Figure 2: HR Service Relationships
In Figures 1 and 2, HR and the IT organization both have a need to fulfill service relationships which include requests for help, information, service, and change. While some HR service relationships are relatively straightforward and self-contained, for example, the operations request for benefits package information depicted in Figure 3, others are not. Consider the request by legal to onboard a new employee. This requires HR to orchestrate and manage a number of discrete services across a number of business functions.
Such complexity needs to be effectively managed to ensure both the timeliness and completeness of delivery. HR can utilize IT best practices, service automation capabilities, and the IT organization's experience in managing service relationships to better deliver against the needs of employees and HR's external customers, such as contractors and recruitment agencies.
Automate HR Service Relationships
IT can help HR to streamline and improve service relationships and HR service delivery by providing:
So step up to help HR colleagues step out of the 20th Century
Use ServiceNow HR Service Management to provide your HR organization with the capabilities it needs to deliver the HR services your company's employees need and deserve. Bring HR case management-enabling technology into the 21st Century.
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