ServiceNow HR Service Delivery Reviews & Product Details

I utilize ServiceNow HR Service Delivery to ask inquiries about my work benefits, PTO, request benefits, and enrollment. It's quick, reliable, and works without any issues. I love the employee portal that keeps track and updates all my requests, benefits, and company policies. It also tracks IT tickets, providing timely and accurate updates. The Employee Center is useful for looking up all the company policies. Review collected by and hosted on G2.com.

I think they could improve the internal search engine so that we don't have to rely on using exact keywords to find the exact policy or document we need. It would be helpful to have more keyword selections to make searches easier. Review collected by and hosted on G2.com.

I like most about ServiceNow HR Service Delivery is that it centralizes HR services and employee requests in a single platform. This makes it much easier to manage tasks like onboarding, employee questions, and HR cases in an efficient, organized way. The automation and self-service features also help reduce manual work and improve the overall employee experience. Review collected by and hosted on G2.com.

One downside of ServiceNow HR Service Delivery is that it can feel complex for new users, so some training may be needed to get started. The implementation and customization process can also be time-consuming, especially in larger organizations where there’s more to configure. In addition, the overall cost may be too high for smaller businesses. Review collected by and hosted on G2.com.

I like how ServiceNow HR Service Delivery brings employee self-service and HR case management together. Employees can find relevant information and raise queries without having to identify the right HR contact, while HR teams can organize cases, keep request histories, track pending actions, and assign requests to the appropriate team. I find it useful to track queries from submission to resolution, see the relevant stakeholders, and give employees a central place to find information and request support. Knowledge articles help answer recurring questions about HR policies and processes, and workflow automation makes case assignment easier. The configuration was pretty easy and quite intuitive, with clear HR service categories and smart search that made things easier for employees. Review collected by and hosted on G2.com.

I think navigation between the different HR services, case categories, and request forms could be improved. Employees may sometimes struggle to identify the correct category for their query, and I may need to navigate multiple screens to find relevant case details. The employee-facing experience could be more intuitive. Review collected by and hosted on G2.com.

I like using ServiceNow HR Service Delivery to manage HR requests because it helps keep everything in one place, making it easier to submit and track employee requests without relying on long email chains. It's easy to navigate, and the automated workflows ensure requests are routed to the right people quickly. The clear visibility into the status of each request is great, and the self-service portal makes it simple for employees to find information or submit requests on their own. Plus, automated workflows save time by routing requests to the right team efficiently. The initial setup was super easy too. Review collected by and hosted on G2.com.

I'd like it to be more user-friendly because some tasks take more clicks than necessary. Overall, it's a strong platform. Review collected by and hosted on G2.com.

The biggest win is that it sits on the same platform as ITSM. Same Flow Designer, same portal framework, same update set and release discipline, so the team’s existing skills transfer directly and we’re not maintaining a separate HR tool with its own integration surface. Employee Center gives staff one front door for HR, IT and facilities requests instead of three. HR case management with scoped data separation means HR-sensitive records stay isolated from IT fulfillers without bolting on custom ACLs. Lifecycle Events are genuinely useful for onboarding and offboarding because they orchestrate tasks across HR, IT and other teams from a single trigger rather than relying on email chains. Review collected by and hosted on G2.com.

Licensing is the main gripe. HRSD is a separate SKU from ITSM, priced per employee rather than per fulfiller, and Employee Center Pro is another line item again, so the total cost climbs quickly for functionality that feels adjacent to what you already own. Review collected by and hosted on G2.com.

I find ServiceNow HR Service Delivery valuable for its case handling and the strong COE security features. The way it manages data segregation and governance is impressive. I like how different department data is secured and each department has its own flow and HR services, which I think is amazing. Also, the portal serves as a one-stop shop for employees, keeping them up to date with their cases and providing access to support and knowledge articles. The initial setup was quite easy. Review collected by and hosted on G2.com.

It would be nice to have an overall HR or manager dashboard to overlook all HR COEs. Also, adding more out-of-the-box COEs would be beneficial. An HR Admin dashboard would be handy to see any issues with the HESD product, portals, review feedback, etc. Additionally, having an option to create a new COE and it should auto-create a shell for a custom COE would be helpful. Review collected by and hosted on G2.com.

1. In recent release the ServiceNow HR Service Delivery includes Now Assist for HR case summarisation.

2. Easy to integrate and automate with the help of Flow designer and Lifecycle event orchestration.

3. It enables secured and data segregation through HR user criteria & Role base access controls (RBAC) between HR, Facilities and IT departments. Review collected by and hosted on G2.com.

License cost is expensive of ServiceNow HRSD and it is expensive for smaller size organizations.

Configurations of complex lifecycle events may be challenging. Review collected by and hosted on G2.com.

I like the self-service portal in ServiceNow HR Service Delivery. It makes it easy to submit HR requests and track their progress without having to follow up through email. I also appreciate the case tracking and automated notifications, as I can easily see the status of my requests and receive updates without having to contact HR. Additionally, the initial setup was quick and easy. Review collected by and hosted on G2.com.

I find the search could be more accurate, and I would find it helpful if similar HR services were easier to find without browsing through multiple categories. Improving the search by showing more relevant results based on keywords and user history, and grouping related HR services together with better filters or suggested services, would help me find what I need faster. Review collected by and hosted on G2.com.

I find the ServiceNow HR Service Delivery portal very efficient for tracking progress and getting responses quickly. The case management is particularly useful for handling queries and ensuring transparency. I also appreciate how helpful the system is for managing everything, including employee-related tasks, in one place. The audit trails provide a great level of transparency, and the chatbot is very handy for getting immediate responses to questions. Review collected by and hosted on G2.com.

Yeah. Sometimes I feel like that AI system that should not give the answers. Maybe sometimes I feel like it lacks enough context to answer. Review collected by and hosted on G2.com.

I like ServiceNow HR Service Delivery because it centralizes and automates our HR operations efficiently. The platform is a breeze to navigate due to its intuitive user interface, which allows employees to easily submit requests, track their case status, and access HR information via a self-service portal. The case management feature stands out by automatically routing requests to the appropriate HR teams, which cuts down on response times and ensures that no requests slip through the cracks. Workflow automation is another highlight, reducing manual effort for tasks like onboarding and offboarding, giving our HR teams the bandwidth to focus on strategic initiatives. The integrated knowledge base is incredibly helpful, as it allows employees to quickly find answers to common questions, enhancing satisfaction while easing the load on HR staff. I also find the reporting and dashboard tools valuable, providing insights into case volumes and service performance. The platform’s flexibility for customizing workflows, forms, and integrating with other ServiceNow modules makes it adaptable to varied business needs. Overall, ServiceNow HR Service Delivery does an excellent job of balancing automation, usability, transparency, and scalability, significantly boosting the efficiency and effectiveness of our HR service delivery. Review collected by and hosted on G2.com.

I find the initial implementation and configuration to be complex, especially with highly customized HR processes. Setting up workflows, integrations, and business rules often needs experienced administrators or technical expertise. Some advanced configuration and administrative tasks could be simplified for non-technical users. It would be helpful if there were more low-code or no-code customization options so HR teams could make changes without relying heavily on developers. Creating highly customized reports and dashboards can be challenging and might require additional configuration or expertise. More out-of-the-box HR-specific dashboards and templates would be beneficial. Performance can occasionally be affected in environments with extensive customizations or large volumes of workflows, so optimization is important to maintain a smooth user experience. Review collected by and hosted on G2.com.