ServiceNow aide le système de santé à ouvrir la voie à ses employés

Depuis plus de 60 ans, un système de soins de santé public a établi la norme en offrant aux patients des traitements de pointe et les dernières technologies médicales. Cette approche ciblée et réfléchie a consolidé sa réputation de système de soins de santé parmi les plus complets et les plus avancés au monde.

Déjà équipé de la solution ITSM de ServiceNow, l'organisation a commencé à explorer les capacités HRSD de la plateforme. Alors qu'elle envisageait à l'origine une mise en œuvre plus large dans le cadre d'un plan d'action de transformation des RH, elle s'est trouvée confrontée au défi ultime de 2020 : servir les clients pendant la pandémie de COVID-19.

two doctors walking with hospital staff

Besoin de l’entreprise

It was time for a change. For this leading healthcare system, HR processes were overly manual, requiring key resources to fulfill simple tasks. Recognizing a need to rethink HR service delivery, the healthcare system’s leaders saw the existing ServiceNow platform as an enabler for HR transformation.

The organization turned to NTT DATA, a longtime partner, to embark on the project — a scalable design to enable modern capabilities for employee services. More specifically, they sought a solution that would maximize centralization and streamline delivery support models for manager and employee personas.

The goal? Automation, self-service and the consumerization of the employee experience for a modern service delivery model.


  • Lays the foundation for establishing tiered HRSD routing and streamlines HR services access to improve employee satisfaction
  • Automates HR service request processes with HRSD case management to improve the end-user experience, reduce manual processes and support an HR shared service center vision
  • Demonstrates quick wins with Tier 0 support and centralizes inquiry intake through the Employee Service Center
  • Increases internal communication and transparency with HR Knowledge management and empowers employees to request HR Services through an HR Service Catalog
  • Integrates the solution with an existing payroll system


The final solution included several out-of-the-box HR services, including HRSD case management with HR services for HRIS and benefits teams, knowledge management and a payroll integration with the addition of 10 fields to the existing integration.

Laser-focused on growth and learning

This foundational approach was a great fit for the organization as it ventured into the HRSD space for the first time. In fact, the organization immediately recognized the value of the solution and requested a six-week extension of a standard two-week hyper care period and supplementary enablement sessions for HR teams.

This extended hyper care support allowed employees to become well versed and confident in the software, ensuring they fully understood how the platform worked before assuming independent management of their new solution.

This project is also a prime example of how HR projects differ from other ServiceNow projects. Specifically, HRSD projects require care and attention to the details of the requirements, technical details, support, and follow-up around user testing.

IT and HR as the ultimate dynamic duo

The partnership between the organization’s HR and IT teams was critical to success. HRSD projects require expanded coordination with IT resources that play an important role in platform ownership. While the IT team wasn’t involved in the day-to-day work, it was consistently looped into the overall change management throughout the project timeline. HR and IT teams supported one another and communicated proactively. This strong working relationship ensured a smooth and speedy communication and planning process, minimizing bumps along the way.

Driving true change for real results

Held to its planned schedule, the project debuted with a seamless go-live at the end of the support period, driving self-service, shared services and automation for employees across the enterprise, all in a measured approach. Their new HRSD solution continues to drive organizational change to support long-term HR goals including redefining their employee experience and boosting user adoption.

About This Case Study

A major healthcare system implemented a ServiceNow human resources service desk (HRSD) to enable modern capabilities for employee services.


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