When employees need help, HR and IT are often the first to respond. Questions about onboarding, benefits, career growth—or even something as simple as updating your name—used to mean navigating a maze of systems, waiting for answers, and repeating the same information. For years, teams worked hard—but not always together. The separation was invisible until it slowed things down.

As ServiceNow grew, that gap became harder to ignore. Employees wanted a single place to get things done. HR and IT wanted to deliver faster, more personal support. The answer was obvious: if everyone shares accountability for the employee experience, why not share the same platform every day?

Built by people, for people

Before ServiceNow unified its workflows, HR teams managed cases and requests through a patchwork of tools. It worked—until it didn’t. Like many organizations, we found that employee experience demands a different kind of precision and empathy than traditional processes were designed for. Instead of adding another bolt-on solution, we built experience into the platform itself.

That decision became the foundation for how ServiceNow supports its people—and the model for how HR, IT, and employees operate together. The lesson was simple: great experiences don’t come from more systems. They come from one system built to handle more.

A unified experience that lets every employee take action

Today, HR, IT, and employees work side-by-side on the ServiceNow AI Platform, sharing data, workflows, and insights to solve problems as a team. On a unified platform, connections between departments and business units become visible and tasks become actionable. Routine requests, onboarding, and learning now draw from the same system of record. What used to require handoffs between teams now happens through coordinated workflows powered by AI.

AI Agents and Now Assist serve as the connective intelligence across this ecosystem. In HR operations, AI handles repetitive tasks like answering common questions, routing cases, and summarizing knowledge articles—boosting productivity and freeing up time for more meaningful work. In IT, AI helps resolve issues faster and keeps employees focused on what matters. Across the enterprise, AI powers self-service, automates approvals, and delivers personalized support.

While every employee benefits from having tasks and actions delivered to them in the portal, people managers have a special experience all their own. In Manager Hub, our leaders can manage their teams’ performance and keep track of hiring activities, all within the same unified experience.

From reactive support to proactive experience

The unified platform has fundamentally reshaped how ServiceNow supports its people. Operations that once relied on manual triage have evolved into an AI-augmented employee experience, where automation and intelligence handle much of the repetitive work—freeing HR and IT to focus on higher-value support. With playbook automation, AI Agents, and Now Assist generating recommended actions and summaries, teams have reclaimed thousands of hours each year.

Results

By uniting HR, IT, and employee experience on the ServiceNow AI Platform, the company has turned operational alignment into a measurable advantage:

• Resolving HR queries 20x faster, as teams streamline support through shared workflows
• 81% employee engagement in AI learning and skills development
• 410,000 hours saved annually through AI-powered search and virtual agent capabilities
• $17.7 million in annual cost avoidance from self-service HR services
• 81% employee digital experience satisfaction (eSAT score)

ServiceNow’s transformation isn’t just about speeding up service. It’s about taking advantage of native AI capabilities to rebuild our employees’ experience and to make every day more productive and delightful. By uniting HR, IT, and employee experience on one AI-powered platform, the company has created a living model of engagement, where support, growth, and innovation flow through the same system of action.