The media company’s human resources team partnered with its IT department to transform its HR systems. Together, the two departments rolled out “The Studio Experience,” a company initiative focused on prioritizing team members and their interactions throughout the organization. The initiative was motivated by three guiding focus areas: employee data and security, employee engagement, and employee systems and support.
Focused on the employee engagement category, the organization set its sights on a new human resources service delivery (HRSD) solution that would:
- Centralize HR service requests onto a unified, sleek portal
- Streamline employee onboarding
- Provide seamless, cross-functional collaboration between HR and IT
A script for success
The media company’s employees were accustomed to using a ServiceNow platform to submit IT requests, but that platform was not integrated with the company’s HR organization. With trained ServiceNow admins already staffed and ready, the company saw an opportunity to use their expertise to incorporate HR functions.
The organization turned to NTT DATA and its experience with ServiceNow implementations to augment the expertise of its IT team. Together, they extended the company’s ServiceNow platform with ServiceNow’s HRSD applications. This established a central line of communication for employee requests and provided a modern, simplified experience for all.
The solution included several ServiceNow HRSD components:
- HR Case and Knowledge Management, to standardize and automate the fulfillment and documentation of employee requests
- Employee Service Center Portal, to provide a one-stop portal for employee services
- Enterprise Onboarding and Offboarding Lifecycle Event to build experiences supporting employees at every step of their professional journey
- Mobile to enable service for team members anywhere, thanks to a native mobile app
- Workday Integration
With a centralized, uniform portal and a visual HR catalog, the organization enjoys the efficiency of increased automation and the ease of access to service. Automated workflows streamline work handoffs between teams. And improved visibility on assigned tasks introduces more accountability, increasing team effectiveness and lowering the mean time to resolve cases.
Lights, camera, action!
The company launched its new HRSD solution in a single release. Using a co-delivery approach, it implemented and migrated the solutions into a test instance before the organization’s internal team owned the final go-live. Careful pre-rollout collaboration ensured the group was set up for success to launch this large implementation without any significant action from NTT DATA.
And the award goes to …
Before this project, the company struggled to keep track of disjointed HR service communications that relied heavily upon HR agents to track internal cases and inquiries manually. With ServiceNow HRSD fully operational, the company is no longer bogged down by cumbersome and tedious processes. And it can better identify improvements with the added means to track metrics and hold its teams accountable for progress and delivery.
About This Case Study
A market-leading global entertainment company modernized its HR systems with ServiceNow HRSD. Now freed of manual, inconsistent processes, the organization’s HR team can focus on servicing requests and providing an employee experience that matches the quality of its award-winning entertainment properties.