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Analyst Report

Forrester Consulting Study: The Total Economic ImpactTM of ServiceNow HR Service Delivery

A Study to Measure Cost Savings and Business Benefits Enabled by HR Service Delivery

Based on four interviews with ServiceNow HR Service Delivery customers, Forrester looked at how these organizations reinvented employee services, streamlined cross-departmental experiences, and created new ways to work. This Forrester Total Economic Impact TM (TEI) study examines the potential return on investment (ROI) enterprises may realize by deploying HR Service Delivery across the enterprise to support work from anywhere.

Using these interviews, Forrester aggregated the experiences and combined the results into a single composite organization. It was found that deploying HR Service Delivery improved business agility in addressing employee needs and produced significant time savings for HR specialists, IT professionals supporting complex cross-departmental moments, and the organization as a whole.

Organizations that are looking to boost the productivity of their hybrid workforce and improve enterprise-wide employee experiences may benefit from:
  • 254% ROI with $7.62M in savings over three years
  • Employees’ ability to self-service up to 80% of their repeat inquiries Saving 10,000+ hours in assisting employees annually
  • Improving productivity for employee onboarding and departures by 30%
The Total Economic ImpactTM of ServiceNow HR Service Delivery, a January 2021 commissioned study conducted by Forrester Consulting on behalf of ServiceNow.
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