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ServiceNow – a step change for HR at the University of Birmingham

The University of Birmingham centralized its HR services from seven locally managed teams to one HR Shared Services department in 2015. With no formal systems in place to manage the work flow into and out of the team, and with the volume of work flowing in, shared email boxes were making work difficult to manage. As a result, customer confidence in the service was impacted, and the ability for the service to meet demand became an uphill battle. 

In autumn of 2016, a decision was made to implement ServiceNow. Working with the University of Birmingham’s implementation partners Engage ESM, we implemented ServiceNow for HR in 8‑weeks from project‑initiation to go‑live on 2 May 2017. The system has proved to be a step‑change for HR, from both an operational effectiveness perspective and customer experience perspective.

Attend this webinar to learn more about:

  • How the challenges were overcome
  • How operational effectiveness restored customer confidence
  • How the ServiceNow implementation improved the customer experience

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