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University of Bradford Transforms HR Operations with ServiceNow

Service Management Bolsters HR Department’s Responsiveness

London, UK – 9 June 2015 – ServiceNow® (NYSE: NOW), the enterprise cloud company, today announced that the University of Bradford, a higher education institution, is using its cloud‑based software to transform how HR services are delivered to more than 3,000 employees, improving the department’s efficiency and responsiveness, while allowing it to focus on more strategic issues such as recruitment and employee onboarding.

Previously, the University of Bradford relied on manual, transactional processes to manage the simplest to the most complex HR queries. There was no prioritisation or reporting, giving the department little flexibility or visibility into its day‑to‑day activities.

Bradford’s HR department recognised that it needed to modernise and transform to not only continue building the university’s reputation as an employer, but also to free up senior staff time to focus on more valuable activities. To fulfill its vision, the university turned to ServiceNow HR Service Management to streamline key processes by:

  • Providing a HR knowledge portal for employee self‑service. Using ServiceNow, the University of Bradford built a self‑service portal that allows staff to access HR related documentation on a computer or smart mobile device. The knowledge base is constantly updated to ensure employees have 24/7 access to HR advice and information – everything from policies to procedures, process maps, frequently asked questions and guidance documents.
  • Creating applications that provide easy access to HR resources. The University of Bradford created electronic request forms for enquires ranging from vacancy requisitions to flexible working requests. All forms are customized with validation parameters to ensure each submission is fully completed and allows staff to monitor the progress of their requests, helping improve visibility and user satisfaction.
  • Streamlining workflows for a multi‑tiered service model. Instead of HR staff at all levels assuming responsibility for administrative tasks, enquires are “triaged” within one working day so timely issues are prioritised and assigned to relevant people. If dedicated HR advisors are unable to answer a question, then it can be escalated to a specific advisor, HR specialist or business partner using ServiceNow.
  • Generating a holistic view of HR. HR now has a complete overview of all enquiries. It can see which areas of the business are interacting with the department and examine how it is faring against service level agreements. Reports can be generated in a couple of clicks, providing HR with greater visibility into how quickly problems are dealt with and the overall performance of the department.

Data from the first full month revealed that 45 per cent of the 1,976 enquires received were successfully handled through the university’s new self‑service portal. In addition, the University has experienced high‑levels of employee satisfaction, with 87 per cent of users stating that they have been satisfied or very satisfied with the new system.

“We are seeing increased demand for easy access to HR services and information,” explains Joanne Marshall, director of HR at the University of Bradford. “Our old way of working was no longer fit for purpose. ServiceNow has facilitated a new model where employees can complete their own transactions and find answers to a wide range of questions. As a result, we now have the ability to redirect strategic HR resources to other areas within the business.”

“We are increasingly seeing organisations adopting a service management approach across the workplace with HR leading the way,” reflects Jennifer Stroud, general manager, HR Service Management Business Unit, ServiceNow. “As the University of Bradford demonstrated, organisations can see fast transformations and dramatic improvements in the overall service experience.”

About ServiceNow

ServiceNow is changing the way people work. With a service‑orientation toward the activities, tasks and processes that make up day‑to‑day work life, we help the modern enterprise operate faster and be more scalable than ever before. Customers use our service model to define, structure and automate the flow of work, removing dependencies on email and spreadsheets to transform the delivery and management of services for the enterprise. ServiceNow provides service management for every department in the enterprise including IT, human resources, facilities, field service and more. We deliver a ‘lights‑out, light‑speed’ experience through our enterprise cloud – built to manage everything as a service. To find out how, visit


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