Don’t deny it, Human Resources (HR) forms has given many of us a shiver or two. Think of the people that work there, who are inundated with paperwork and unable to focus on what they really want to: the people. HR is similar to IT — it handles a large volume of requests on a daily basis, but unlike IT, every process has not been streamlined or automated. Enterprise service management (ESM) has canoodled HR and swept it off it’s feet.
No longer will we cry over our late rent because we haven’t gotten a response on why our first paycheck wasn’t deposited. Process automation has decreased paperwork overload, allowing HR to stay on top of service requests and monitor their progress to completion. Not only that, ESM has put the power in the hands of the end user to easily find answers to their important questions, as well as submit and track requests.
The Struggle is Real
401k benefits. Family Status Change. New Employee Onboarding. Time Off Requests. Medical Plans. Feeling overwhelmed yet? That’s just a snapshot of HR’s responsibilities. Imagine all the forms that are signed and whose hands they must reach. Think about all of the opportunities for lost paperwork. The fun doesn’t end there. HR also receives a multitude of redundant service requests via email. It’s difficult to stay on top of things when internal service delivery processes aren’t automated.
The Name of the Game is Automation
Automation is exactly what U.K.-based water supply and treatment company Yorkshire Water did. With over 2,500 employees, the project to move internal service delivery projects for both HR and IT was a beast, but well worth it.
According to Tom Reid, one of Yorkshire Water’s software integration analysts, “One of the main reasons we implemented automation was because of the continued increase in HR and IT task loads. Other than email, we didn’t really have a way to track all the service requests coming in.”
ESM Comes in to Save the Day
Enterprise service management brings ITSM’s powerhouse principles to HR, providing a self-service portal and service catalog — automating business processes that are infused cross-departmentally, like new employee onboarding. Think of it as one central page to rule them all. Through workflows, that include approval notifications and steps required for each process, employees can request flights and travel, order a new ID card, and submit vacation requests.
It’s important to realize that the simple and straightforward requests weigh down business performance. With the proper tools and increase in mobile service platforms, employees can make their own direct service requests, eliminating the middleman (as well as the paper chase). HR can focus on people innovations and not task redundancy.
Reid goes on to say, “With Samanage, we’ve discovered that you can have a huge company with very little paper documentation. Samanage is the source of our knowledge and data, affecting everyone from the directors all the way down. It’s not just a ticketing tool, it’s a platform that continuously allows us to improve processes and enhance customer service within our own organization.”
Don’t dwell in the past. Make HR a happy place by allowing them to focus on the most vital asset of your company: the people.