HRSD Maturity Assessment

This accelerator provides guidance on your current HR Service Delivery (HRSD) process and function maturity in your ServiceNow instance.This accelerator assesses your current HR Service Delivery (HRSD) processes and functional maturity within ServiceNow, providing targeted recommendations on next steps to unlock additional value from the platform.

Accelerator Overview

The HRSD Maturity Assessment Accelerator provides a base-level understanding of maturity tied to business outcomes being driven. The Accelerator aims to assess gaps with your HRSD product implementation based on your company’s use cases with targeted recommendations on what to tackle next to unlock further value in the platform.

All HRSD apps and features are within scope including Case & Knowledge, Employee Center and Portal, Life cycle Events/Onboarding/Journeys, Employee Document Management, HCM Integrations, and specific store features, such as Manager Hub. See for additional information on HRSD apps.

The HRSD Maturity Assessment provides Impact customers with prescriptive recommendations based on a structured assessment conducted by key stakeholders within the customer's business.  By offering customers a snapshot of their current process maturity and targeted next-step recommendations, this accelerator helps maximize the value of their ServiceNow investment.

This accelerator is designed to address the following HRSD capabilities:

• Case and Knowledge
• Employee Center and Portal
• Life cycle Events/Onboarding/Journeys
• Employee Document Management
• HCM Integrations
• Specific store features, such as Manager Hub

Nota:

This Accelerator is available for Impact Advanced and Total packages.

Nota:

This Accelerator is available for Impact Guided+ (Strategic Value add-on), Advanced and Total Packages.

What you get

Learning overview (up to 90 minutes)

• Describe and introduce the Accelerator to explain the assessment process
• Conduct the HRSD adoption maturity questionnaire

Maturity Assessment Kickoff Session (up to 1.5 hours)

• Set expectations on the process and depth of deliverable
• Communicate expectations for customer participation
• Request data and any other inputs

Maturity Assessment Questionnaire

Your assessment participants will each be asked to independently fill out a prebuilt HRSD Maturity Assessment Questionnaire that asks them to grade targeted statements to assess gaps and opportunities with your HRSD deployment.

Questionnaire Results Analysis (time as needed determined by the Impact Squad) 

The Impact Squad performs the following: 

• Reviews and analyzes the questionnaire scores
• Compiles tailored recommendations and leading practices
• Provides guidance that will help you understand how to best maximize your HRSD investment

HSRD Maturity Assessment report

The assessment report is a result of the questionnaire and input from our HRSD leaders and includes the following:The assessment report is compiled from the responses to the questionnaire and includes the following:

• Maturity score
• The top five recommendations of unadopted product features in the standard NowCreate crawl/walk/run model
• Additional initiatives or Impact accelerators to conduct, or specific recommendations to achieve outcomes
• Content, accelerators, and next steps where applicable
• A complete list of recommendations observed

Customer read-out session (up to 1.5 hours)

• Deliver HRSD Maturity Assessment report
• Review HRSD Maturity Assessment report
  • Opportunity for Q&A related to the HRSD Maturity Assessment
  • Discuss a draft adoption roadmap
  • Present the assessment results
  • Discuss targeted recommendations
  • Provide a suggested plan and resources to help you decide which recommendations to implement

Follow-up customer session (optional on Customer request– up to 1 hour)

• Review Customer progress
• Identify additional resources to achieve Customer goals
• Provide additional guidance on leading practices

Requested customer resources

One or more customer resources are requested. The specific number of resources provided is Accelerator and customer specific.

Tabela 1. Customer resource and responsibilities

Customer Resource	Responsibilities
Platform owner (Required)	Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform.
System administrators & HRSD administrators (Required)	Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features.
Reporting lead (Recommended)	Meets with the ServiceNow Impact Accelerator Consultant, provides access to the required resources, and drives the actions from the engagement.
Trusted service partners (Recommended)	Attends ServiceNow Impact Accelerator activities to understand leading practices and potentially support the customer going forward.
Developers (Optional)	Writes code for the ServiceNow platform.
Business stakeholders (Optional)	Line of business owners outside of HR.

Tabela 2. Customer resource and responsibilities

Customer Resource	Responsibilities	Required	Recommended
Main Customer Contact, PMO	This individual is the primary contact for the duration of the engagement and carries out the following responsibilities: Gathers and shares the list of assessment participants Ensures completion of the assessment by participants Provides sponsorship for outputs based on the recommendations	✓
Participants	These are the people within your organization that will be completing the assessment. Their responsibilities are: Complete the assessment by the agreed deadline Raise any questions or concerns as soon as possible	✓
Process Owner	Owns the process being accessed	✓

Requested Information / Access

We request that the HRSD Maturity questionnaire is completed by the customer virtually a minimum of two weeks prior to the customer readout session.

Exclusions

• This Impact Accelerator does not include a technical review of HRSD.

• The tool is not automated and does not feature automated recommendations. Assessment of other EWF capabilities beyond HRSD is not included.

• ServiceNow is not responsible for implementing the recommendations made based on the HR Service Delivery Maturity Assessment.