ServiceNow Modernization Cuts Employee Onboarding Time by 60%
40% Faster Incident Resolution | 60% Faster Onboarding | One Unified Portal for 20,000+ Employees
At a Glance
| Industry | Manufacturing |
|---|---|
| Location | United Kingdom |
| Solution | ServiceNow ITSM + HR Service Delivery (HRSD) |
| Services | ServiceNow Implementation, ITSM Modernization, HRSD Implementation, Workflow Automation, Predictive Intelligence, Active Directory Integration, SAP Integration |
| Challenge | Slow incident resolution, manual employee onboarding, disconnected HR and IT workflows, and fragmented employee portals across global manufacturing operations. |
| Solution | Modernized ITSM and HRSD workflows, automated onboarding, and integrated ServiceNow with Active Directory and SAP. |
| Key Results | 40% faster incident resolution, 60% reduction in onboarding time, and one unified ServiceNow portal serving 20,000+ employees. |
About the Client
The client is a UK-based manufacturing organization running HR and IT services for more than 20,000 employees across its factories and business locations.
Disconnected systems and manual processes had made that scale hard to manage — employees wanted a simpler way to get support, and IT and HR wanted workflows that could coordinate requests without leaning on email and manual handoffs between separate portals.
The organization chose ServiceNow to bring HR and IT into one connected environment.
The Challenge
The client's HR and IT systems didn't talk to each other, and at a scale of 20,000+ employees across multiple factories, that gap turned into delays everywhere service touched.
- Slow Incident Resolution: Tickets got categorized, routed, and escalated by hand. Every one of those steps added time before an issue actually got resolved.
- Manual Employee Onboarding: HR, IT, managers, and operations each handled their own piece of onboarding — approvals, provisioning, access — passed between them one at a time.
- Disconnected HR and IT Workflows: A single employee request often needed both teams to act, but with separate processes, nobody had a clear view of where a request actually stood.
- Complex Approval Processes: Multi-level approvals depended on someone routing and following up at every stage, and turnaround times stretched out across locations because of it.
- Fragmented Employee Portals: Over 20,000 employees had to log into separate systems just to reach HR and IT services that should have lived in one place.
The client needed one platform to bring HR and IT together, cut the manual work sitting between request and resolution, and give employees a single place to go.
The Solution
Our ServiceNow developers modernized IT and HR service delivery using ServiceNow ITSM and HRSD, connecting workflows, automating repetitive tasks, and integrating key enterprise systems.
ServiceNow ITSM Modernization
At Aegis Softtech, we standardized incident categorization, assignment, escalation, and resolution workflows to reduce manual service desk effort and improve ticket handling. Our broader ServiceNow services support organizations looking to modernize and extend service management across IT and employee operations.
Predictive Intelligence for Incident Management
Predictive Intelligence was introduced to assist with incident categorization and routing, helping tickets reach the right support teams faster.
HRSD Onboarding Automation
As part of the ServiceNow implementation, HRSD automated onboarding activities across HR, managers, and IT, including approvals, account provisioning, access requests, task assignments, and status tracking.
Multi-Level Approval Workflows
Rule-based approval workflows automatically routed requests through required authorization levels, reducing manual follow-ups and process delays.
Active Directory & SAP Integration
ServiceNow was integrated with Active Directory and SAP to connect employee lifecycle, identity, access, and enterprise processes while reducing manual data handoffs.
Unified Employee Service Portal
HR and IT services were consolidated into a single ServiceNow portal, giving 20,000+ employees one place to submit and track service requests.
The Results
The ITSM and HRSD modernization created a more connected service environment for employees, HR teams, and IT support functions across the manufacturer's operations.
40% Faster Incident Resolution
Predictive intelligence and standardized ITSM workflows reduced the manual effort required to categorize and route incoming incidents.
Tickets could reach the appropriate teams faster, contributing to a 40% improvement in incident resolution speed.
60% Reduction in Employee Onboarding Time
HRSD replaced fragmented onboarding activities with coordinated workflows spanning HR, managers, IT, approvals, and employee access processes.
The resulting automation reduced employee onboarding time by 60%.
One Unified Portal for 20,000+ Employees
Instead of navigating a patchwork of separate service portals, more than 20,000 employees could access HR and IT services through a unified ServiceNow environment.
This simplified the employee experience while giving service teams a common platform for managing requests.
Connected HR and IT Service Delivery
HR and IT activities that previously required manual handoffs could be coordinated through shared workflows.
Employee lifecycle events could trigger related tasks across teams, reducing process gaps between HR administration and IT service delivery.
Reduced Manual Approvals and Handoffs
Multi-level workflow automation standardized how requests moved between employees, managers, HR teams, and IT teams.
This reduced dependence on emails and manual follow-ups while providing greater visibility into approval status and outstanding activities.
Improved Enterprise System Connectivity
Active Directory and SAP integrations allowed ServiceNow workflows to interact with systems already central to the client's operations.
The result was a more connected service management architecture rather than another isolated employee platform.
Technology Stack
- ServiceNow IT Service Management (ITSM)
- ServiceNow HR Service Delivery (HRSD)
- ServiceNow Predictive Intelligence
- ServiceNow Workflow Automation
- ServiceNow Employee Portal
- Microsoft Active Directory
- SAP
- ServiceNow Integration Capabilities
Modernize ITSM and HR Service Delivery with ServiceNow
Aegis Softtech’s ServiceNow consulting services help businesses assess existing workflows, plan ITSM and HRSD modernization, and determine how ServiceNow should integrate with their wider enterprise environment.
Whether you are moving from legacy service management tools through ServiceNow migration services or improving an existing platform, we can support implementation, workflow automation, integrations, and platform modernization.
For organizations that need continued support after deployment, our ServiceNow managed services help maintain, optimize, and evolve the platform as operational requirements change.
Talk to Our ServiceNow Developers
*Client identity is confidential. Project details are presented without identifying information.*