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Best Practices: Customizing Your ServiceNow Platform

Michael Nulty • Mar 04, 2021

Best Practices: Customizing Your ServiceNow Platform

At Atello Solutions, we take immense satisfaction in helping our clients set up the best ServiceNow implementation that meets their business needs.

This often means customizing and configuring the ServiceNow platform to optimize it for their operations, workflows, and industry requirements. Thankfully, ServiceNow is one of the most flexible cloud solutions ever created and offers an extraordinary degree of customizability for all kinds of businesses. Therefore, the platform can be tailored to meet each business’s unique requirements and we do it every day at Atello Solutions.

In fact, a major challenge for most businesses is to decide when to stop with the customization.

Any software customization is an expensive project, and doesn’t end at the implementation or deployment stage. That’s just the beginning. Every time the software gets an update, the customized segments of the software should be adapted and made compatible with the updates. Thus, businesses that customize a software get stuck in a perpetual cycle of ‘implement, change, and maintain‘. This, in addition to being unnecessarily expensive, can often lead to the loss of productivity of valuable ServiceNow resources. Considering how scarce and expensive ServiceNow talent is, the cost of the customization adds up quickly.

So, Does That Mean ServiceNow Should Not Be Customized?
That’s hardly the answer.

While it is true that most businesses will do just fine with the out-of-the-box ServiceNow solution, a good number of businesses need the platform optimized for their unique needs. However, they don’t have to spend a fortune on that.

How? The answer is Configuration.

Configurations allow most of the businesses to tailor their ServiceNow instance to meet their requirements just fine. In fact, most of the customizations that businesses need with their ServiceNow instance are just configurations, and not customizations.
 

So, What is the Different Between the Two?
Well, the difference is a matter of scale and depth. ServiceNow comes with a plethora of built-in customization options. These options allow businesses to configure their ServiceNow implementation to a remarkable degree. By using easy-to-use tools such as widgets, panels, variables, and other tools, businesses can configure ServiceNow in a myriad ways.

In most cases, when businesses ask for customizations, what they want are well-tailored configurations.

True customization, on the other hand, happens at the code level. Such customizations require the best ServiceNow resources and are prohibitively expensive to implement and maintain.


The Best Setup?
In the ideal world, the best setup would be out-of-the-box implementation. ServiceNow is designed to meet the needs of the most organizations out there. Therefore, a majority of the businesses should be able to harness its potential without any customizations.

But, in the real world, a certain degree of customization for each ServiceNow implementation as per the business and industry needs is essential. Therefore, the best choice for businesses, especially the small and medium business, is to go for a ServiceNow implementation that is configured to meet their needs.

Large enterprises, on the other hand, which have the financial wherewithal to fund expensive customization projects can choose to customize ServiceNow at the code-level for their requirements.

10 Sep, 2021
Really?? Yes, really! ServiceNow’s Process Optimization enables you to make real improvements. But what is SN's Process Optimization?? Now's Process Optimization uses the data in audit trails to create quick, in-depth analysis of your business processes. By having complete visibility into process flows, you're able to monitor and analyze performance in real time, check conformance, and continually optimize and improve. Current Process Optimization is time-consuming, costly, and exhibits inconsistent results. That current methodology includes: Looking at KPIs/Reports Holding process mapping workshops Hiring consultants Attempting to find consensus on where to improve and automate Finding improvement/ automation opportunities to drive continual optimization across an organization's ITSM is difficult. Company IT leaders spend hours digging for data and are hampered by inflexible tools as they struggle to gain process-level transparency. They are hindered by gathering information & reports from discordant systems. This process is a constant struggle of manual labor and frustration, which affects both manager satisfaction, executive understanding, and resource prioritization.
09 Sep, 2021
ServiceNow is a widely popular platform for IT services management (ITSM), especially for companies undertaking digital transformations. The solution’s appeal to a great extent is its comprehensiveness, enabling businesses to use a single platform for their ITSM needs. But how do you know if it's the right solution for your business? And what are some of the steps involved in a successful implementation of ServiceNow? In this post, we will discuss 10 key points on what companies need to know before they make a decision and provide an overview of some top tips for implementing successfully. A smooth ServiceNow implementation can help organizations shift resources and budget toward innovation, improving an organization’s ability to respond to industry shifts. But getting the most from ServiceNow requires you to think of the implementation process as more than simply “implementing a tool, but rather as launching a program to digitize, automate and optimize your back office to ultimately drive efficiencies throughout your entire organization,” says Donna Naomi Woodruff, enterprise service enablement leader at Cox Automotive. Build a plan that considers the future ServiceNow isn’t a one-size-fits-all solution but the platform does allow organizations to create some standardization around ITSM, rather than having to go at it alone. That said, it’s important to keep in mind that this process takes time and resources. “The architecture of the platform allows companies to subscribe to a standard way of doing things, versus having to reinvent the wheel. This allows for streamlined implementation, while also giving you the flexibility and extensibility to adapt the platform to your unique company and the needs of your employees/customers,” says Woodruff. ServiceNow's CIO Chris Bedi advises that establishing a solid implementation foundation is critical, "Get your ServiceNow foundation right. Invest in creating the right scalable foundation as you leverage ServiceNow for digital transformation across the enterprise." Your implementation plan should be scalable because as your company grows and changes so will your organization's technology needs. Consider how you want your implementation completed, all at once or in stages? Whatever you choose, plan for both the future of your IT department and for the technology used across all departments e.g. customer support, HR, and security. Follow best practices When you start out, don't try and reinvent the wheel. ServiceNow is flexible but with flexibility comes complexity. To help facilitate smooth implementations, the ServiceNow community has focused effort on establishing best practices or parameters for companies to follow depending on their implementation needs. Best practices are there for a reason. They're designed to help you avoid mistakes, overcome obstacles and avoid disrupting your business. A more standardized approach to ServiceNow implementations has increased in the past four or five years, says Link Alander, vice-chancellor of college services and CIO at Lone Star College. “The focus has really been around ‘best practices.’ Follow these and don’t try to reinvent the wheel each time because it allows you to get through the process easier,” says Alander. Research and document the best practices your organization wants to follow in its implementation plan, both in support of external and internal-facing services. It's a good idea to continue tweaking existing business practices to find out how they'll benefit from the ServiceNow platform. Consider new hires or contract workers At Lone Star College, the IT department started looking at ITIL initiatives in 2004, but the “focus at that time was really just around trying to run IT better, especially around change management and problem management,” says Alander. In 2009, the college outsourced its service desk, which is when Lone Star College first became familiar with ServiceNow. In 2011, as technology became increasingly important to how students and employees functioned on campus, the third-party services that Lone Star College had enlisted became less functional and they brought their service desk back in-house. The college relies on third parties to implement new modules and functionalities, which average two to three each year. Internally, Lone Star has enterprise management staff located across HR, legal, analytics, web services and various offices on campus to handle the bulk of the work. If you want your ServiceNow implementation to run smoothly and stay well-maintained, employ or relocate individuals who can solely focus on ITSM and ServiceNow initiatives. This is especially true if you are planning on ServiceNow as a long-term solution. “Outsourcing the right proportion is acceptable as long as it’s being carefully led from within the organization. It’s more than a ticketing system – you can digitize anything. It’s truly an enterprise platform. As such, don’t hide it away under the service desk, technology operations centers, or some obscure group supporting a bunch of applications. It should be the strategic platform powering all your IT activity/applications,” says Woodruff. Be transparent and train workers Transparency can help promote a successful implementation of any software service. To encourage transparency, be explicit about the benefits and changes for workers. “It is absolutely essential that companies communicate with employees across the organization of the change and how it will impact their work. IT teams must understand how the implementation will change their day-to-day work, and they must feel comfortable with the technology and empowered to work autonomously,” says ServiceNow’s Bedi. When implementing ServiceNow, it’s necessary to consider training your staff and any relevant employees on the available ServiceNow tools and ITSM frameworks. “Your adoption rate will be much higher if you arm your employees with the assets and information they need to immediately take advantage of the platform,” says Woodruff. You will also want to educate staff on popular ITSM frameworks that relate to ServiceNow, like ITIL 4. For example, at Lone Star College, every one of Alander’s staff members goes through the ITIL Foundation certification course and it’s offered to all new employees to anyone in IT. While you might hear some “grumbling,” Alander says that once Lone Star College staff members “were immersed in it and saw the advantage,” it “didn’t take them long to embrace the change and to see the value [ServiceNow] brought us.” Focused automation ServiceNow is often cited for its ability to save on manual tasks via automation, thereby freeing up employees to do more complex work. This can also reduce the potential for human error in repetitive tasks that have a significant impact on daily business processes. But it’s important to be mindful of what you’re automating and to understand how that automation is supported by the business process in question, says Woodruff. Focus your automated tasks on the ones that will have the most impact and are related to process inefficiencies or errors. Some work tasks are better suited for automation, so in order to determine which processes will deliver the best results, it’s important to identify which ones need less of a human touch. Be ready to grow One of the best ways to make sure your ServiceNow implementation is successful and worth the money you’ve spent, is to support it internally or by a service provider post-implementation. Keep an eye on future services that might benefit various departments or IT and continue evaluating processes to find inefficiencies or redundancies that can be fixed. Also, once your implementation shows measurable progress, be ready for a surge in demand for automation and services across your entire organization. “Make sure you have a roadmap of capabilities to keep you marching forward and guide your expansion. Many stakeholders will soon see the value of getting work done in a digital or automated way, but that also creates a lot of demand, so be ready to invest in the platform’s growth. One of the many benefits of ServiceNow is its extensibility, so chances are you’ll start your work with ITSM, but as the benefits are reaped and you show strong ROI, you can start to spiderweb out the implementation to the entire enterprise,” says Woodruff. If you'd like to discuss your upcoming ServiceNow implementation, upgrade, or module addition with an expert feel free to reach out. We love help companies grow with ServiceNow.
By Michael Nulty 29 Jun, 2021
ServiceNow is a robust platform that automates, streamlines, and improves the service management processes of your organization, in turn allowing you to deliver superior customer satisfaction. The platform achieves these objectives by automating a bulk of the administrative processes involved in service management such as ticket creations, escalations, performance predictions, detection of potential faults before they occur, and so on. A fruitful implementation of this platform-as-a-service (PaaS) can improve the productivity, work processes, and employee/customer satisfaction across all departments in your organization. However, an improperly designed cloud migration or implementation process can result in the benefits of the migration not being realized. Indeed, cloud migration failure rate is a staggering 44 percent . In some sectors, it is even higher. Does that mean the cloud is not yet ready to replace the in-house digital infrastructure? Far from it. A survey by Sungard Availability Services reveals some shocking details with regards to cloud migration failures. According to the survey, the 3 main reasons why cloud computing implementations fail are as follows: Lack of understanding of cloud security, best practices, and compliance (56%) Absence of clear business objectives for cloud migration (55%) Insufficient planning by the businesses (42%) These three gaping holes leave an enterprise with a cloud infrastructure that is not optimized for the enterprise’s business objectives. Naturally, its adoption either faces stiff intra-organizational resistance or it simply fails to deliver any tangible benefits to the organization. Therefore, it is important for businesses to take note of some vital factors before they dive headfirst into ServiceNow implementation. Here’s a quick look into them. A Strong Business Case The internet, tech conventions, and the social media are abuzz with the virtues of cloud computing services like ServiceNow. While there is no doubt that ServiceNow platform has tremendous potential to add value to the enterprises, that very potential can often overwhelm organizations. Most businesses do not need all the functionalities, features, and benefits offered by ServiceNow. Their ServiceNow implementation should be tailored to achieve their specific business goals. That is only possible when there is a clear understanding about how ServiceNow can add value to an organization. CXOs should define a clear set of business objectives for their organizations and discuss how the ServiceNow implementation will help them achieve those business goals in, say, 1, 2, or 5 years from now. The Extensive Integrations ServiceNow is loaded with a plethora of features, optimizations, AI agents, and other capabilities. But, what makes it an immensely customizable and compelling cloud solution for service management is its intense commitment to Technology Partner Program. Under this program, third-party developers offer certified applications that can be effortlessly and seamlessly integrated into any ServiceNow implementation. These integrations add a whole another range of capabilities to the platform. Some of these integrations include Cisco CloudCenter integration, Splunk App integration, Trello App integration, TeamViewer App integration, xMatters Intelligent Communication, and many more. Businesses should not only consider the capabilities of ServiceNow, but also its entire ecosystem of integrations to understand how they can together add value to their organization. Resource Availability ServiceNow implementation is quite a complex process that requires dedicated resources, extensive knowledge of the platform, and a deep understanding of the organization’s specific business needs. However, it is fairly common, especially among the small and medium businesses, to allocate a small team of 2 or 3 resources to implement, configure, test, and develop the platform. Often, these IT resources have other mission-critical roles in their department. They promptly relegate the ServiceNow implementation to the status of an afterthought in their lists of daily to-dos. To obtain any meaningful benefits from ServiceNow, businesses should either assign a dedicated upgrade/migration team that can fully focus on the implementation and integration, or choose a reliable managed service provider like Atello Solutions to perform the implementation for them. Assigning the implementation to a reliable MSP team ensures that it gets the attention and expertise it deserves. Lack of Expertise It is not just the number of resources that matter, but also the quality of those resources. ServiceNow’s popularity is growing rapidly. Naturally, capable ServiceNow talent is in high demand, and they know that they are in high demand. So, hiring new ServiceNow talent requires a significant investment from a company and the HR team will be working overtime to find the right talent. Assigning in-house team to implementation does not always work, because they may not have the request knowledge. Again, additional investment into their training is warranted. All of these challenges can again be managed by employing a reliable managed services provider. An MSP team brings the twin advantages of dedicated resources and functional expertise, which the in-house resources that are spread thinly across a multitude of projects cannot offer. A competent MSP team like Atello Solutions offers 24×7 availability of managed services, for speedy, expert, and hassle-free implantation and integration of your instance of ServiceNow. Closing Thoughts In the end, ServiceNow implementation is exactly like adopting any new technology. Your organization may have the resources that are familiar with the technology. But, unless they have spent years, specifically implementing ServiceNow, they are not equipped with the knowledge required to ensure the success of its implementation. Even then, they need the guidance of the senior management, specifically the IT head, to define in writing the business goals that your ServiceNow instance should help you achieve. Proceed with the implementation only when you have figured out all of these. That way, your ServiceNow migration will be set up for success.
By Michael Nulty 10 Mar, 2021
Growth, peak performance, and innovation have placed ServiceNow at the forefront of Platform-as-a-Service (PaaS) technologies over the last three years. Year after year, chief executives choose ServiceNow preferring its powerful and accessible features to less streamlined approaches of competitors. It maintains its peak functionality by releasing biannual upgrades which offer powerful and accessible new features without a steep learning curve. Its newest release, ServiceNow Paris, lived up to the hype with incredible new features and thoughtful upgrades. While ServiceNow has a proven track record of reshaping IT, how do you know it’s the right choice for your company? Our comprehensive list of the top ten questions surrounding ServiceNow’s features will help you decide. Does ServiceNow Simplify Workflow? Yes it does. $27.5 billion are lost in company productivity every year. ServiceNow is built to combat that loss by maintaining a model that streamlines processes for your company. ServiceNow’s interface designates and automates, removing chores like spreadsheets and emails from daily to-do lists and boosting employee productivity. Those recurrent tasks are replaced with tailored services, creating a bespoke experience for your company and clients alike. Is ServiceNow Fast? Yes it is! With 75% of the work completed for you, your ServiceNow package is built to optimize company activity straight out of the gate. Efficiency is built into ServiceNow as it provides you with a robust platform that offers an open architecture. This means you can modify rules and build forms that are accessible enough to plug into your existing databases. A benefit of working with a partner like Atello, is that we can build out those custom integrations for you if you do not already have an application programming interface (API) to ServiceNow. Is ServiceNow Compatible with System Center Configuration Manager (SCCM)? Yes, you ServiceNow is able to be integrated with SCCM in a variety of ways. ServiceNow has a Configuration Management Database (CMDB) that makes integration simple through a plugin with SCCM. This plugin is inherent to the PaaS, requiring no setup on your end. Once this connection is formed, ServiceNow accesses the information stored on that SCCM and configures it to the necessary databases within ServiceNow. Do You Have to Upgrade with Each New Release? No, you do not. ServiceNow operates on a n-1 model, meaning that you can use the PaaS in its newest format or its last released model. This ensures that your services are functioning optimally and that ServiceNow is able to meet company needs when users contact the help desk. Is ServiceNow Powerful? Yes. ServiceNow not only offers the flexibility of an open architecture, it packs a punch in each facet of its design. From application development to human resource services, ServiceNow equips enterprise service domains to deliver an intuitive user experience, optimize service carryout, evaluate service metrics, and ensure service connectivity. Can You Use ServiceNow to Survey Employees and Customers? Yes you can. Surveys are a built in feature of the platform for both your enterprise and your customers, and can be issued several ways. One, you can set up a survey to be sent to all employees who submit a ticket to the Service Desk. These surveys would be sent automatically once a ticket has been closed to receive feedback on their Service Desk experience. Two, you can have a general survey issued to all employees regarding their experience with the Service Desk or even general IT. Three, as far as surveying customers, ServiceNow affords a Customer Service Management (CSM) application that allows you to build out your own questionnaire. ServiceNow’s CSM can be utilized for vendors and partners as well. Did ServiceNow Paris Update the Customer Relationship Management (CRM) Feature? Yes, Paris does feature an updated CRM system with a new portal, chat capabilities, and registration process. The new portal boasts various enhancements in: asset management, account and contact management, case management, warranty and contract management, and knowledge management. Along with these features are offerings like anonymous chat and registration, which are crucial assets for business-to-consumer companies! Does ServiceNow Allow Automated Password Resets? Yes! Rather than contacting the help desk each time a password needs to be reset, ServiceNow provides several options for resetting passwords on your own. You can choose from these options depending on what would best fit your company. Personalized security questions can also be set up as an additional safeguard for users. Is Application Portfolio Management (APM) an Option? Yes, with the Paris upgrade ServiceNow provides Application Portfolio Management. APM works by comparing applications according to metrics defined by your company. These comparisons equip your IT department with the findings they need to modify applications for optimization, making small tweaks or scraping the app altogether. As with SCCM, APM can be used with your CMDB. This means there is no lag time in pooling your current data and delivering it back to your IT department in a simple, easy to apply format. Does ServiceNow Offer a Conference? Yes, typically held in Las Vegas, NV ServiceNow’s annual Knowledge conference draws over 20,000 attendees from global locations (hello, networking)! Offering an exhibition of over 400 hundred classes in 6 days, the Knowledge conference provides the opportunity for ServiceNow users to feel equipped and empowered to make the most out of this transformative ITSM.
By Michael Nulty 05 Mar, 2021
ServiceNow is being hailed as the fastest growing $3 Billion Enterprise Software Firm. That’s hardly surprising, considering that the company has been consistently delivering terrific growth in the recent years, clocking in a Y-O-Y revenue growth rate in the upwards of 33%. What’s even more impressive is that it is registering this growth when it is already a $1 Billion enterprise. In fact, ServiceNow has already projected a record revenue of more than $2 Billion for the year 2018 . Clearly, the ServiceNow platform is in huge demand. Talent Shortage Ironically, ServiceNow’s phenomenal growth has caused a dire shortage of the skilled and capable ServiceNow talent. As businesses race and compete against each other to attract and retain the best ServiceNow talent, they are forced to shell out higher salaries than ever. Furthermore, the ServiceNow platform has become so complex that businesses require a mini-army of ServiceNow talent to implement, configure, maintain, and customize the platform for their unique enterprise needs. Small and medium businesses hardly have the resources to employ so many resources to handle just one technology. For this reason, more and more businesses are hiring managed service providers (MSP) to take care of their ServiceNow needs. A managed services provider offers the twin benefits of expertise and cost effectiveness. Choosing a reliable and qualified MSP team is not without its pitfalls. After all, they too aren’t immune to the ServiceNow talent shortage that has befallen the industry. Here is a quick guide to help businesses choose the best ServiceNow partners or consultants for their needs. What to Look For? ServiceNow partners and consultants offer a huge breadth and depth of expertise to the businesses. But, considering how vast the ServiceNow platform is, most of the MSP partners focus their energies into one or more aspects of the ServiceNow platform. It is important for businesses to understand the scope and expertise of an MSP partner, before they choose them. Here are the four main types of ServiceNow partners. ·Generalists The generalist ServiceNow partners have all the knowledge and resources to help a business get started and use the platform. They implement the platform for the business, equip them with all the knowledge base and service catalogue their employees need to get the most out of the platform. ·System Integrators System integrators are typically experts in a particular business domain. Their immense understanding and experience in their specialty business domain allows them to develop, customize, and install powerful ServiceNow integrations for businesses. Because of their in-depth domain expertise, they lack volume in sales, and have to depend on margins. In other words, their services are quite expensive. Product Specialists Product specialists focus on any one or two of the ServiceNow product niches such as IT Service Management, IT Operations Management, IT Business Management, Performance Analytics, or some other niche. In addition to implementing their specialty products, they can integrate them with other products, platforms, and software packages used by the businesses. Application Builders Application builders have extensive technical knowledge of the ServiceNow platform. They utilize this knowledge to develop custom ServiceNow applications to address the unique needs of businesses or a particular industry. Factors Under Consideration Once a business knows exactly what services they need from their MSP partner, they can form an evaluation strategy to analyze the capabilities of the ServiceNow partners they are considering to hire. Here are some factors that should be considered when hiring a ServiceNow partner. Certifications and Accreditations Disclaimer: A typical ServiceNow certification or accreditation can require anywhere between 25 to 50 hours of study. That’s an easy investment. So, talent with such certifications are not hard to come by. However, someone who has earned multiple such certifications has invested a serious amount of time and dedication into mastering the platform. Also, resources with certifications in non-core modules such as ITSM, ITOM, and others are generally more passionate about the platform. Questions to Ask a ServiceNow Partner What certifications and accreditations do your employees have? What non-core module certifications do your employees have? How many of your employees have these certifications? Can you provide a list of their expertise and certifications? Community Involvement The best ServiceNow partners invest in their employees. They make sure that their employees are participating in the SNUGs (ServiceNow User Groups) to acquire new skills, knowledge, and hone their proficiency in the platform. Moreover, they are always happy to contribute their expertise and knowledge for the improvement of the industry. They do this by providing insights on their social media pages, blog articles, and on other platforms. ServiceNow is an ever-evolving platform. You need a partner who is always thirsty to learn about improvements, updates, and other developments on it. Questions to Ask a ServiceNow Partner Can you share links to your social media pages? Please provide a link to your business’s blog articles. Do your employees blog about ServiceNow? Can you share some links to their work? Can you share some insights that were discussed in the recent SNUGs? Custom-Implementations To reiterate, and at the cost of repeating, there really is no substitute to experience. ServiceNow partners who have already implemented the platform for other businesses know the challenges in their line of work. They also have a thorough understanding of the configurations, customizations, and integrations that a particular client might need. Therefore, they take all the necessary precautions and follow the best practices in the industry, so that businesses can take full advantage of their ServiceNow implementation. Questions to Ask a ServiceNow Partner Can you share the names and contact details of your past and present clients, whom we can contact? Do you have any client testimonials to share? Can you share some general information about the ServiceNow services you have offered to your clients? Who is the biggest client that has turned away from your services after using them? Any reason why they were not satisfied with your services? The Road Ahead ServiceNow is a powerful platform that can boost the productivity of organizations by a magnitude and help them deliver superior customer services. A trusted and reliable ServiceNow partner is essential for realizing those benefits. Choose your ServiceNow partner wisely.
By Michael Nulty 04 Mar, 2021
You know ServiceNow as an intelligent platform that helps businesses to become more efficient and profitable than they ever dreamed possible, even when experiencing scale. Its capabilities are powering companies all over the globe, helping to simplify and automate workflows so that they can run smarter and faster . It’s a revolution, of sorts, and one that isn’t specific to any one industry. That said, there are certain aspects of enterprise-level business operations that benefit greatly from a ServiceNow implementation, and human resources is one. From end-to-end, ServiceNow’s HR Management helps you simplify, optimize, and automate every process. ServiceNow in the hiring process In order to assure a reasonable cost-per-hire, making the recruiting, interviewing, and onboarding process more efficient is key. When there is a multitude of potential candidates to choose from, think of all the tasks that must be accomplished … over, and over again. Routine calls, callbacks, follow-up emails, and scheduling can be automated by ServiceNow, allowing your HR team to focus on more important things. For new hires For new employees, ServiceNow makes the onboarding process simple, intuitive, and expedient. ServiceNow works in a way that is very much like many consumer platforms, combining applications into an automated workflow that will deliver all the disparate information your new hire needs to attend to before they get started. For example, all contracts, agreements, NDAs, employee information forms, tax documents, and compliance-related credentials can be delivered through the platform and accessed by the employee either on their mobile device or desktop computer. They can sign forms and send them back to HR directly from the interface, ensuring that HR personnel has immediate access to the information they need to complete the onboarding process. Employees are provided instant access to articles and a knowledge base that is relevant to their position. Two-way communication is active in real-time, helping new hires get their questions answered quickly so they can hit the ground running. With the ability to access information on their own, employees are empowered with a personalized experience that lifts them up rather than bogging them down with the feeling of drudgery or not having accomplished anything productive. Morale, after all, is key to employee retention. If you begin your relationship in such a way that they feel that you value their time as much as your own, you will be setting the tone for a long and fruitful assignment. For the hiring manager For the hiring manager, the ServiceNow platform provides a way for them not only to manage their time more effectively but to gain valuable insights that will help them make better business decisions. Repetitive processes abound in HR, and when every step of the workflow is automated, it frees up time that can be reallocated to more important things. From fielding incoming queries to helping narrow down the pool of candidates to scheduling interviews, every stakeholder will appreciate the expedience, the accuracy, and the ease in which things get accomplished. ServiceNow addresses every step in the employee lifecycle HR’s work is not over just because the candidate is hired. Along the way, there are IT deployments, vehicle allocations, performance reviews, continuing education, compliance testing, and skills training to be completed and evaluated. Automating these tasks provides HR with a reliable, predictable, accurate, and secure method of maintaining employee records that adhere to even the strictest regulatory standards. Benefits can be allocated by HR and then self-managed by the employee, removing several steps in the course of enrollment and making the process more efficient and accurate. Additionally, HR can liaise with other departments, such as IT, to ensure that the incoming employee has the right equipment, technology, and passwords ready for them when they arrive. The more efficient the onboarding process, the more the employee will feel valued. In fact, studies show that an effective onboarding process improves retention by 82 percent and boosts productivity by 70 percent – metrics that illustrate well the value that a ServiceNow workflow can provide. In conclusion, if you are looking for a way to streamline your HR workflows and make your hiring process more efficient and enjoyable, call to speak with an Atello Solutions ServiceNow expert today . We’d love to find out more about your business and show you how we can help.
04 Mar, 2021
ServiceNow Legal Service Delivery Brings Order to Businesses Legal Operations
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