Fragmented Request Management: Service requests were scattered across email, shared mailboxes, and legacy tools, resulting in inconsistent handling and resolution times averaging 4–5 business days.

Siloed HR Teams: HR sub-functions operated without a shared view of workloads, creating ownership gaps, duplicated effort, and poor inter-team handoffs.

Limited Self-Service: Employees had no centralized portal, causing over-reliance on HR staff for routine, low-complexity inquiries.

No Performance Visibility: The absence of service KPI tracking prevented leadership from monitoring SLA compliance, resolution trends, or team capacity.

ServiceNow HRSD Deployment: Configured a single platform supporting the full HR service request lifecycle — intake, routing, resolution, and reporting — with role-based access and automated escalation.

Centralized Case Management: Consolidated all HR service categories (onboarding, payroll, benefits, offboarding) into a unified framework with defined SLAs, ownership, and priority tiers.

Workflow Automation: Automated repetitive, rules-based processes using ServiceNow Flow Designer, eliminating manual handoffs and ensuring timely task assignment and notifications.

Employee Self-Service Portal: Deployed a 24/7 portal enabling employees to submit requests, track status, and access an HR knowledge base — materially reducing inbound HR contact volume.

• Avg. resolution time reduced from ~5 days to under 3.5 days

• Routine inquiries deflected via self-service portal

• On-time resolution rates doubled across key service categories

• Employees resolving requests independently within 90 days

Beyond the metrics, the implementation delivered enhanced cross-team collaboration through a shared case management view, real-time service performance dashboards for HR leadership, and a scalable, modular architecture that supports future integrations with payroll, talent management, and enterprise ITSM platforms.