Project Name
8,000 Employees, One HR Portal Built on ServiceNow
Our client is a professional services organisation with around 8,000 employees spread across multiple regions and business functions. The HR function managed a complex portfolio of services spanning payroll, benefits, onboarding, compliance, and employee relations, but the operating model behind it had not kept pace with the scale of the workforce it was serving.
Employees had no reliable single point of contact, HR agents were buried in repetitive queries that a knowledge base could have deflected, and leadership had no visibility into case volumes, resolution times, or service quality.
Ksolves was engaged to replace the email and portal patchwork with a governed, self-service-first HR service delivery model on ServiceNow, built on out-of-the-box capabilities so the system stays stable and upgradeable as the organisation grows.
Eight thousand employees, no single place to go for HR support, and sensitive data moving through inboxes with no consistent access control.
- No Single Front Door for HR: Employees had no central place to raise HR queries or find answers. Requests moved through emails, calls, and multiple portals, creating an inconsistent support experience.
- Requests That Got Lost: With no end-to-end case tracking, requests lacked ownership, status, and visibility, leaving employees uninformed and HR without accountability.
- Repetitive Tier-One Questions: HR spent valuable time answering recurring payroll, benefits, and policy questions because there was no self-service knowledge base to handle routine inquiries.
- Sensitive Data With Weak Access Controls: Confidential HR information was shared through emails, attachments, and screenshots with inconsistent access controls, increasing data governance risks.
- Slow, Coordination-Heavy Onboarding: Onboarding relied on multiple teams coordinating manually, with no shared checklist or visibility, leading to delays and missed tasks.
- No Visibility for HR Leadership: HR leaders lacked insight into case volumes, resolution times, and trends, making workforce planning and service improvements difficult.
- Inconsistent Answers Across the Organisation: Without a managed knowledge base, employees received different answers to the same questions, causing confusion, reducing trust, and driving repeat queries.
Ksolves, an AI-first ServiceNow consulting services company, delivered HRSD on out-of-the-box ServiceNow, building a strong foundation before layering self-service, automation, and security. Rather than recreating inefficient processes or over-customising the platform, Ksolves aligned HR operations with the Centers of Excellence framework and ServiceNow's proven HRSD architecture, keeping the solution stable, upgradeable, and ready to scale.
- Core Data and HR Profiles: Configured core organisational data and HR profiles, keeping confidential employee information separate from public user records to ensure secure data management from day one.
- Centers of Excellence and Service Structure: Structured HR services around the Centers of Excellence framework so requests route automatically to the right team. The service catalogue focused on the most-used employee services to keep self-service simple and intuitive.
- Employee Center Self-Service Portal: Deployed Employee Center as a single front door where employees can search knowledge, submit requests, and track cases from any device, replacing fragmented communication channels.
- Managed Knowledge Base: Built a governed knowledge base with structured categories and review cycles, enabling employees to self-serve common HR queries while helping agents deliver consistent answers.
- Case Lifecycle and Assignment: Configured skills-based case routing and a tracked case lifecycle, giving every request a case number, owner, status, and a clear resolution timeline.
- Lifecycle Event Automation for Onboarding: Automated onboarding with lifecycle events, shared task lists, and coordinated workflows, ensuring nothing is missed while giving new hires visibility into their progress.
- Confidential Data Controls: Applied HR profile security, role-based access, and COE-level permissions to ensure confidential records remain secure, auditable, and accessible only to authorised users.
- Agent Workspace: Rolled out Agent Workspace as a unified workspace with fulfilment guidance and standardised resolution steps, improving consistency and agent productivity.
- AI-Assisted Service via Now Assist: Enabled Now Assist to summarise cases, draft responses, and recommend relevant knowledge, reducing manual effort and allowing HR teams to focus on complex employee interactions.
Technology Stack
| Category | Technology |
|---|---|
| Core Platform | ServiceNow HR Service Delivery on the Now Platform |
| Self-Service | ServiceNow Employee Center |
| Case and Knowledge | HR Case Management and Knowledge Management |
| Service Structure | Centers of Excellence framework and HR Service Catalog |
| Employee Data | HR Profiles with confidential data security |
| Onboarding | Lifecycle Events |
| Agent Experience | Agent Workspace |
| Intelligence | Now Assist for HRSD |
| Reporting | ServiceNow dashboards and performance analytics |
From a fragmented, email-driven HR support model to a governed system of record serving 8,000 employees with tracked cases, self-service, and real-time visibility.
- One Portal for Every Employee: Employees now have a single front door for HR, with a consistent experience for finding answers and raising requests regardless of region or business function.
- Every Request Tracked End to End: Every query becomes a tracked case with a number, owner, status, and timeline, giving employees visibility and HR a clear, manageable workload.
- Routine Questions Deflected by Self-Service: A managed knowledge base enables employees to resolve common payroll, benefits, and policy questions themselves, freeing HR agents to focus on higher-value work.
- Sensitive Data Properly Protected: HR profile security and COE-level access controls ensure confidential records are visible only to authorised users through a controlled, auditable system.
- Coordinated, Consistent Onboarding: Lifecycle events automate onboarding tasks across teams, preventing missed steps and giving new hires a smoother, more transparent experience.
- Consistent Answers Across the Organisation: A managed knowledge base ensures employees receive the same accurate answers every time, reducing confusion, repeat queries, and inconsistent guidance.
- Real-Time Visibility for HR Leadership: Dashboards provide live insights into case volumes, trends, and resolution performance, enabling better staffing decisions and continuous service improvement.
Ksolves transformed a fragmented, email-driven HR support model into a unified, secure, and scalable HR service operation on out-of-the-box ServiceNow. Employees now have a single self-service portal, every request is tracked end to end, routine queries are resolved through a managed knowledge base, onboarding is automated with lifecycle events, and sensitive HR data is protected through role-based access controls. With real-time operational visibility and a standards-based implementation that avoids unnecessary customisation, the organisation now has an HR platform that is easier to manage, ready to scale, and built for continuous improvement.
How Many HR Requests Went Missing Last Month Because Nothing was Tracking Them?
