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In what is consistently recognized as the longest running, most widely distributed, and most highly participated research effort in the HR industry, Sierra-Cedar found that ServiceNow has the highest projected adoption of any other individual HR Service Delivery vendor. Download the full survey results here.


The survey also found that ‘Top Performing Organizations’, defined as achieving top financial performance are 29% more likely to implement a HR Help Desk than non-Top Performing organizations.


Why the correlation between top performing organizations and HR Service Delivery solution adoption? Solutions like ServiceNow help customers achieve 2 significant outcomes:


  • Consumerize the Employee Service Experience – By providing a consumer-grade service experience, employees can quickly and easily get the HR service they need, improving satisfaction and productivity.
  • Let HR focus on People, Not Processes – By promoting employee self-reliance and automating case management, HR can more effectively scale and focus on more strategic activities.


Sierra-Cedar describes it like this:


We see service delivery tools, general self service, and Manager Self Service continuing to expand and change in the next few years, in part due to the need to keep up with workers’ expectations for consumer and Mobile technology that can be accessed where and when it is needed. Organizations that focus on this area of application adoption achieve a high level of service delivery excellence and often experience an increase in the number of employees each HR administrative role can support across an organization.


We’re honored and excited about the results of this survey and look forward to helping even more organizations consumerize their employee service experience.


Learn more:

  • Recent Gartner research outlines approaches to modernizing HR service delivery for the digital workforce. Download the full report
  • ServiceNow recently conducted a survey at HR Tech 2016 on the state of HR service delivery and published the results as an infographic