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Case and Knowledge Management

Stop relying on inefficient processes and generic tools like email and spreadsheets to provide HR service to your employees. ServiceNow® Case and Knowledge Management allows you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests, improving HR efficiency and making it easier for employees to get the services they need.

Manage All Interactions and Requests Across Functional Areas and Centers of Excellence

Manage All Interactions and Requests Across Functional Areas and Centers of Excellence

Manage All Interactions and Requests Across Functional Areas and Centers of Excellence

Easily Manage and Prioritize Cases With the Visual Task Board

Easily Manage and Prioritize Cases With the Visual Task Board

Easily Manage and Prioritize Cases With the Visual Task Board

The HR Service Catalog Allows You to Easily Define Your HR Service Offerings

The HR Service Catalog Allows You to Easily Define Your HR Service Offerings

The HR Service Catalog Allows You to Easily Define Your HR Service Offerings

Reporting Provides Insights to Both Services and HR Operations

Reporting Provides Insights to Both Services and HR Operations

Reporting Provides Insights to Both Services and HR Operations

Capture Knowledge From Across the Organization and Make it Available for All Employees

Capture Knowledge From Across the Organization and Make it Available for All Employees

Capture Knowledge From Across the Organization and Make it Available for All Employees

Bulk Case Creation Saves HR Time When Creating Related Case for Groups of Employees

Bulk Case Creation Saves HR Time When Creating Related Case for Groups of Employees

Bulk Case Creation Saves HR Time When Creating Related Case for Groups of Employees

Manage the Interactions Between HR and Employees

Make it easy for employees to get help, route cases to the best expert to resolve issues fast, and use data generated by the system to continually improve HR services and operations.

Improve Service Efficiency

Route cases to the appropriate subject matter expert to speed resolution

Prioritize employee inquiries and requests based on your Service Level Agreements (SLAs) to assure an appropriate response

Give employees a menu of services to choose from—and automate workflows associated with common requests

ServiceNow Customer Service Management

Manage and Prioritize Work

Get a real‑time, interactive view of all HR cases with the Visual Task Board

Give leaders the ability to prioritize individual workloads to ensure efficient operation across service delivery teams

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Capture Knowledge for All Employees

A knowledge base makes it easy for employees to find relevant, accurate, and consistent information on topics such as benefits, travel, expense policies, and training

Automatic tracking enables HR to see what’s popular so they can spot trends and determine which content should be most prominent in the knowledge base

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Define Your HR Service Offerings

Improve the employee service experience, accelerate service delivery, and reduce HR operational costs by providing a menu of services employees can choose from, backed by efficient workflows and automation

Incident Management

Use Reporting to Improve Operations

Simple dashboards show the volume, types of services, and workloads handled by HR enabling teams to report on and improve the delivery of HR services

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