Shared Services such as HR, Facilities, Legal and Contracts are key, enterprise wide services that support the employees of any organization. While every shared service area has “ERP like” applications that deliver the back end, processing work of the functional area; by and large they lack effective customer engagement tools, processes and workflow.

Customer interaction and the flow of work between employees and providers is mostly done on a one to one basis using e-mail, spreadsheets, messaging and voice. This often translates into a slow, inconsistent, variable quality experience for the employee; and a labor intensive, inefficient, unmanageable, repetitive but inconsistent experience for the providers. 

As soon as IT creates an initial beautiful, self-service experience for employees, demand from the shared services parts of the organization skyrockets, asking IT to help them create a similar experience. And it’s not just good customer interaction technology they lack – just as importantly, IT has deep experience and unique, relevant best practices that can help – in Service Management and ITIL. Nowhere else is the concept of Service Management understood, codified, and been proven through years of practical use.

This is why today we are seeing such strong interest from shared services organizations in customer-centric Service Management - fueled by the desire to deliver better end to end outcomes for customers, while also simplifying and automating the work of the shared service organization through employee self-service and effective workflow.

Properly applied, the ServiceNow platform can deliver a consistent, beautiful, employee service experience across the organization, along with effective work reducing automation for the shared services providers.

This enables employees to onboard more quickly, to be more productive and to adopt changing roles and responsibilities more easily and rapidly. This also creates a platform for improved corporate agility – as an effective, enterprise shared services “veneer” makes merger, acquisition and reorganization activities easier, faster, more predictable – and ultimately, higher quality.