What's in this Success Playbook

This Success Playbook will teach you how to prepare for and start building an enterprise onboarding service using ServiceNow®. You’ll learn how to:

• Define and scope an onboarding service that’s aligned to your business objectives
• Develop a repeatable blueprint for designing onboarding activities
• Provide the right testing, training, and promotion to drive adoption of your service
• Evaluate your initial phase and look for improvement opportunities as you extend your service

Key takeaways

The most important things to know
Enterprise onboarding can be one of the most complex services you implement—but you can use ServiceNow to cut through complexity. To reduce complexity, start by creating a clear vision of your objectives, scope, and stakeholders. This includes defining an initial phase that achieves quick wins, using the ServiceNow Enterprise Onboarding Maturity Model for guidance.

• Implementing onboarding with a phased approach will help you get to value faster, and you’ll develop insights that will help you scale.

The payoff of getting this right
You’ll kickstart implementation of your onboarding service by building a repeatable blueprint that you can scale across the enterprise. Implementing an onboarding service in a correct, repeatable way will help you achieve business objectives such as:

• Improving the candidate-to-employee experience
• Increasing new hire productivity and retention
• Improving the efficiency and transparency of your onboarding process

Steps covered

Step 1 – Define the onboarding service

• Regardless of who is leading the implementation, it’s critical to build executive sponsorship and support in both HR and IT.
• Use the ServiceNow Onboarding Maturity Model to define short- and long-term objectives.
• Create a one-page definition of your onboarding service to help recruit and gain buy-in from key stakeholders.

Step 2 – Design the onboarding service

• A phased approach will help you achieve quick wins in terms of early adoption and success stories you can use as you expand your service roadmap.
• When considering your initial phase, look at your existing service catalog and identify onboarding activities already in place.
• Identify common onboarding activities between departments and regions that you can use globally across the onboarding service.

Step 3 – Develop a plan for service adoption

• Involving process owners and users in user acceptance testing (UAT) is your first step in organizational change management (OCM).
• Ensure training or communication plans reinforce the why of the new service.

Step 4 – Scale and extend across the enterprise

• Identify the lessons learned and success measures for your initial phase and use those learnings as opportunities for the next release phase of your onboarding service.